Customer Contact Adviser

2 weeks ago

Norwich, United Kingdom Norwich City Council Full time

We are seeking a Customer Contact Adviser to join our friendly and dynamic team at City Hall, Norwich City Centre. You will be the first point of contact for customers seeking help, using telephone, email, face‑to‑face and online channels. Training will take place at City Hall before moving to a hybrid working pattern. Key Responsibilities Manage customer queries on topics such as Council Tax, Benefits, Housing and Waste Management. Provide assistance through call, email and in‑person channels. Log queries and actively listen to provide accurate solutions. Handle multiple software packages simultaneously. Maintain patience and composure with frustrated or confused callers. Diffuse heightened emotions and provide clear, empathetic support. Requirements Experience in a fast‑paced, customer‑focused environment. Strong multitasking skills and ability to think on your feet. Patience and self‑assurance when dealing with diverse customers, including those with disabilities or language barriers. Opportunities This role is a stepping‑stone within the council, with many team members advancing to other opportunities. We value diversity and strive to create an inclusive environment where everyone can thrive. Benefits Competitive pay and benefits package and Living Wage accreditation. All employees eligible to join the Local Government Pension Scheme (LGPS). Paid holiday entitlement starts at 26 days per annum and increases to 33 days per annum. Additional statutory day leave at Christmas. Occupational health and employee assistance support. Part‑time employees receive proportionate holidays. Equal Opportunities Policy The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced. Seniority Level Entry level Employment Type Full‑time Job Function Other Industries Government Administration Closing date for applications: 1 December 2025 #J-18808-Ljbffr

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