Customer Service Advisor

Job Description

Do you thrive on delivering excellent customer service and making a real difference every day? Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve? Then read on to learn more about our exciting role on offer!

You will join our vibrant, welcoming and supportive Contact Centre within the Customer Service team who are proud of the high level of service we provide for our customers. We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate.

We aim to meet customer needs by giving consistent information, advice and support at their convenience.

Our customer model is built on the following principles:

• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered

The hours for this role are: 9:00am – 5:00pm Monday to Friday.

As the first point of contact for our customers, you will use your excellent communication skills and professional and friendly manner to support customers with queries or complaints.

• Take a high number of calls per day, assisting members of the public in a range of services which will predominantly Adult Social Care and Adult Safeguarding, also including General Enquiries and Registration Services.
• Listen, probe and investigate enquiries to determine the underlying needs of the customer, escalating queries where necessary.
• Work using your own initiative and judgement as well as work effectively as part of a team.
• Develop and maintain a strong level of knowledge regarding processes and policies.

This role is primarily office based, with the option to work from home once performance and quality targets are consistently achieved.

For this role it is essential that you:

• Have experience of working in a Contact Centre environment.
• Be currently working in or have recently worked in a busy Contact Centre, taking a large number of calls.

And ideally we are looking for you to:

• Be passionate about delivering the best customer service possible.
• Be able to use own judgement to resolve queries and complaints quickly and effectively.
• Have excellent listening skills and an empathetic approach when addressing issues or complaints.
• Be self‑motivated and able to work under pressure.
• Be able to contribute new ideas to help deliver personal and team performance.

Successful candidates will be supported to develop in this role through a week's comprehensive training in our Stafford office as well as continuous support and development to enable you to reach your full potential.

We are happy to talk flexible working.

Interviews to be held:
Thursday 25th June 2026 (in person).

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work‑life balance. In addition to your salary, as a member of staff, you will have access to our rewards and benefits.

Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all backgrounds and communities.