Senior Customer Service Advisor

Position: Senior Customer Service Advisor (Fixed Term)
Location: Newcastle upon Tyne

Job Title:

Senior Customer Service Advisor Contract Type: 12 months Fixed Term Grade: N5

Salary (including Enhancements): £39,639.24 - £42,181.08 (per annum)

Location:

Contact Centre - Benton Park Road Offices

Hours:

40.25 hours weekly (37 hours plus 3.25 hours contractual overtime), working a rotating 12-hour shift. Shift pattern consists of 3-day shifts, 3 rest days, 3 day shifts, 3 rest days, 3 night shifts, 3 rest days, 3 night shifts 3 rest days.

The Role:

Join the team that keeps Newcastle moving - one call at a time!

Are you a confident communicator with a passion for delivering excellent service?

Already working in customer service and looking to take that next exciting step towards leadership?

Then read on - this could be the opportunity you've been waiting for!

At Newcastle City Council, our Senior Customer Service Advisors are more than just great call handlers - they're calm voices in a crisis, resourceful problem-solvers, and natural team players. This role offers the perfect platform to grow your career, strengthen your leadership skills, and make a genuine difference to the people of Newcastle.

This role offers a fantastic opportunity to refine your call handling skills while gaining valuable insight into various areas of Newcastle City Council, particularly the vital Ostara service, while also developing a broader understanding of team management.

We're looking for someone who:

• Can remain calm under pressure (even when the phones won't stop ringing)
• Has a positive, can-do attitude that brings out the best in others
• Knows how to prioritise - especially when dealing with life-critical calls
• Can quickly defuse difficult situations with empathy and professionalism
• Wants to build leadership skills and take that next step in their career.

Bonus points if you have experience in call handling with the NHS, emergency services or the care sector. But don't worry if you don't, we offer full training.

What you'll actually be doing:

• Taking and co-ordinating calls for Contact Centre services, Care Alarms, and more
• Dispatching response teams in emergency situations
• Supporting out-of-hours services for housing repairs, public safety, and local services
• Being a key part of our city-wide safety and wellbeing response

You'll be working as part of a supportive team working round the clock call handling that truly makes a difference in people's lives - often during their most challenging moments.

Please note that this position requires you to work bank holidays including Christmas and New Year depending on the shift pattern.

Please note, all fixed term posts are available for secondment, for a secondment you must gain your managers approval prior to applying.