Contact Centre Advisor – On‑Site

About the role

Join our client’s customer service team as a Contact Centre Advisor. Based in Stevenage, you will be the first point of contact for citizens and businesses seeking council services, working fully on‑site in a dynamic, fast‑paced environment.

Key responsibilities

• Answer inbound telephone calls and e‑service enquiries from Hertfordshire residents and businesses.
• Provide accurate, friendly advice and assistance across multiple channels (phone, web‑chat, social media).
• Log and track customer requests efficiently, ensuring data accuracy.
• Support the digitisation of council services to improve user experience.
• Maintain compliance with established processes and quality standards.
• Capture and maintain detailed customer data, assess claims, and respond via electronic communication.
• Collaborate with team members to meet individual and group performance targets.

Required profile

• Strong verbal and written English communication skills.
• Ability to follow instructions and established processes.
• Evidence of an Access NI certificate and right‑to‑work documentation.
• Resilience and the capacity to thrive in a high‑pressure environment.

Required skills

• Excellent telephone etiquette.
• Proficiency with standard PC keyboard and basic computer operations.
• Familiarity with multi‑channel communication tools such as web‑chat and social media platforms.

What we offer

• A supportive, inclusive workplace with a vibrant team culture.
• Relaxing break areas and opportunities for professional growth.
• Full‑time schedule with shifts between 8:30 am – 5:30 pm and occasional Saturdays.