Customer Service Advisor (Specialist)

Customer Service Advisor (Specialist)

Salary: Grade 13- ranging from £25,989 to £28,142 per annum

Closing Date: 26 May 2026

As a Customer Service Advisor, you will be at the heart of Somerset Council’s customer experience, acting as the first point of contact for residents, partners and colleagues across a wide range of essential public services. This is a role where every interaction matters — helping people access the right support at the right time, often during moments that are complex, sensitive or urgent. 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.  By resolving enquiries at the first point of contact wherever possible, the role directly improves customer experience, supports vulnerable individuals and contributes to efficient service delivery. Alongside frontline service, the role plays a vital part in sharing expertise, supporting colleagues and driving continuous improvement, helping the council deliver consistent, high‑quality services while promoting digital access and organisational efficiency.

What you’ll do – Key Responsibilities

• Act as the first point of contact for Somerset Council services, handling enquiries via telephone, webchat, email, written correspondence and face‑to‑face interactions
• Assess customer needs through active listening, questioning and judgement, providing accurate information, guidance or support and resolving enquiries at first point of contact wherever possible
• Manage a wide range of enquiries, including sensitive and urgent matters, ensuring accurate information is captured, recorded and routed in line with council policies and relevant legislation
• Use council systems and online guidance to record customer data, manage workflows and maintain accurate records to support service delivery and performance monitoring
• Manage contact volumes effectively, using telephony systems to maximise personal and team performance
• Maintain up‑to‑date knowledge of council services and changes, identifying inaccuracies, trends or process improvements and feeding these back to managers and service areas
• Liaise with service areas to resolve issues, improve processes and enhance the quality and consistency of information provided to customers
• Provide coaching, support and guidance to colleagues on complex enquiries, processes or service areas, helping ensure consistent, high‑quality customer service
• Act as a subject matter expert or provide day‑to‑day operational oversight of reception points, including allocating daily tasks, managing workloads and setting priorities
• Support the effective operation of reception points, welcoming visitors and responding sensitively to planned and unplanned customer needs
• Promote digital access and less costly service channels where appropriate, identifying opportunities to improve digital service delivery
• Manage challenging interactions professionally and tactfully, exercising judgement and escalating complex or contentious issues where necessary
• Build strong working relationships with colleagues and service areas to support shared learning, continuity of service and continuous improvement

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

Essential

• Knowledgeable about the Data Protection Act and Freedom of Information legislation
• Familiarity with the Council's policies and procedures, including Equalities and Diversity
• A thorough understanding of Council Services and their functions
• A good understanding of digital service delivery and customer shift to less costly access channels
• Awareness of the internal Customer Contact Working Practices
• Knowledge of various communication channels such as telephone, webchat, email, and face-to-face interactions
• Experience in coaching and supporting colleagues for complex issues
• Experience in recording and managing customer data using appropriate systems
• Experience in dealing with challenging interactions with sensitivity and professionalism
• Experience in providing feedback to service areas for continuous improvement
• Experience in providing customer service across multiple communication channels
• Experience in promoting digital service delivery
• A relevant qualification in customer service or a related field
• A qualification in communication or public relations
• A qualification in business administration or management
• Excellent communication skills, both written and verbal
• Strong active listening and questioning skills
• Ability to assess the needs of each contact and provide appropriate information, guidance, support, or services
• Strong organizational and time management skills
• Ability to build and maintain relationships with service areas and colleagues
• Ability to handle multiple tasks and manage contact volumes effectively

Desirable

• Certification in data protection or information security
• Certification in digital service delivery
• Certification in equalities and diversity

Any Additional Information

• 28 days annual leave (additional to bank holidays)
• Hours: Full Time – 37 hours per week
• Somerset Council offers a generous pension, wellbeing support, flexible benefits and staff discounts

Regretfully, we are unable to offer sponsorship for this role. Candidates must already have the right to work in the UK without the need for visa sponsorship

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

A full job description will be provided to shortlisted candidates or on request.