Customer Service Advisor(Specialist)

Customer Service Advisor

Salary: Grade 13- ranging from £21,072 to £22,817 per annum for 30 hours per week

Closing Date: 27 July 2026

As a Customer Service Advisor within Adult Services, you will be the first point of contact for residents, carers and professionals seeking advice, support and access to Somerset Council's adult social care services. This essential role helps ensure enquiries are handled professionally, efficiently and with empathy across telephone, webchat, email and face-to-face channels, supporting customers through a range of complex and sensitive situations while helping them access the right support at the right time

Every interaction matters. You will support customers accessing a broad range of services, including Adults, Children's, Housing, and Revenues & Benefits. With enquiries often involving complex, sensitive or urgent situations, you will use sound judgement, adapt your communication style to individual needs and confidently manage challenging conversations to ensure customers receive the right support at the right time.

Working for Somerset Council means being part of an organisation that values professionalism, inclusion and continuous improvement, while actively investing in digital services and better ways of working to make a real difference for communities across the county.

Role Summary

The Customer Service Advisor plays a key role in ensuring customers can effectively access Somerset Council services through accurate, timely and professional responses across all customer contact channels. Supporting services including Adults, Children's, Housing, and Revenues & Benefits, the role requires the ability to manage a diverse range of enquiries, including complex and sensitive cases, while delivering a positive customer experience. By resolving enquiries at the first point of contact wherever possible, the role directly improves customer outcomes, supports vulnerable individuals and contributes to efficient service delivery

What You’ll Do – Key Responsibilities

• Act as the first point of contact for Somerset Council services
• Handle enquiries across multiple channels with professionalism and empathy
• Assess customer needs and provide clear, accurate guidance
• Manage a high volume of contacts, including sensitive or complex situations
• Record and update customer information accurately, in line with policies and data protection requirements
• Use internal systems and digital tools to manage workflows and service delivery
• Work collaboratively with colleagues and service teams to resolve issues
• Support continuous improvement by identifying trends and sharing feedback
• Encourage customers to use digital self-service options where appropriate
• Provide guidance to colleagues on more complex enquiries
• Support reception services when required

What We’re Looking For – Knowledge, Experience and Skills

As a Customer Service Advisor, you will handle a high volume of enquiries across a variety of contact channels, including telephone, email, webchat and face-to-face interactions.  Excellent customer service skills, including listening, empathy, understanding and kindness

• Strong all-round communication skills, including an excellent telephone manner
• Confidence and resilience to handle high-volume, sensitive and emotive interactions
• Good computer skills, with the confidence to learn new systems and use multiple technologies
• Enthusiasm to learn about our services, alongside a positive, calm approach and a problem-solving mindset
• Professionalism to adhere to processes and understand the confidential and sometimes challenging nature of the interactions we handle
• Experience is not essential; however, it may be beneficial. If you have experience of any of our services—either personally or professionally—please make this clear in your application

Additional Information

• 28 days annual leave, plus bank holidays
• Part-time (30 hours per week) with hybrid working (minimum 2 days in the office once trained)
• Office based at County Hall, Taunton (for in-office days)
• Ongoing training, support, and regular coaching with your manager and team
• Working hours: Monday to Friday, 8:30am – 5:00pm

Please note: We are unable to offer sponsorship for this role.

For an informal chat about the role, please contact, Sarah Ralls Service delivery manager sarah.ralls@somerset.gov.uk