Customer Service Advisor

Job Introduction

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Job Title: Customer Service Advisor

A bit about us:
Liverpool is home to vibrant, energetic, and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet by 2025 and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do.

Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We are proud of our world-famous thriving city with its rich culture, as well as affordable housing, good schools, beautiful green spaces - there’s really something for everyone

Our Customer service team is expanding and we are excited to be searching for 20 new Customer Service Advisors to join our team to provide advice and information in relation to all city council and partner agency services.

The Role:

- The Customer Service Advisor will own individual enquiries, complaints, and customer requests through to resolution
- Responsibility of the Customer Service Advisor will be to provide first contact resolutions to our city’s residents and customers through the Contact Centre and e-Contact always maintaining the highest standard of customer service
- As an experienced Customer Service Advisor you will contribute to the process of continually improving Customer Access to quality, cost effective services
- As a ‘front of house’ role, a Customer Service Advisor will promote a positive image of Liverpool City Council, working as part of an integrated team
- In order to deliver a first call service as a Customer Service Advisor, you will be fully proficient in all aspects of those services delivered through the Liverpool City Council Contact Centre, inclusive of dealing with customer enquiries via multi-channel contact. Full training will be given
- Providing accessible and comprehensive information and advice to customers on all Liverpool City Council services, by keeping up to date with all aspects of services delivered through Customer Access Contact Centre is instrumental to the role of the Customer service advisor
- As an ambitious Customer Service Advisor, you will be will be willing to evolve and adapt in line with business demand and customer trends using transferable skills to adapt methods of contact and drive improvement

The working hours for the posts are 08:00 to 18:00, Monday to Friday (excluding bank holidays). Work patterns can be changed in line with business requirements and notice will be provided for any changes of working pattern in line with corporate policy.

This role requires a Basic DBS and Baseline Personal Security Standard (BPSS). BPSS (Baseline Personnel Security Standard) is the required level of screening for any individuals working with or on behalf of a government department. Basic DBS certificates contain any convictions or cautions that are unspent.

Our offer to you:

- At least 27 days holiday, plus bank holidays rising to 32 after 5 years’ service (pro rata if part time) - option to purchase further days
- Agile working (Role dependent) - A “Flexibility First” approach to Agile working where flexibility is the norm rather than the exception
- Part of the Local Government Pension scheme - option to join the AVC scheme
- Progression - opportunities and training through a wide range of high quality learning
- Health and Wellbeing - offer including Employee assistance programme
- Cycle to Work and Travel Pass Schemes
- Drive Time - a salary sacrifice car lease scheme
- Family friendly policies with enhanced leave
- Discounted Gym Memberships
- Employee Volunteering Scheme
- Medicash

Next steps:
Closing date: midnight on Sunday 24 August 2025
Shortlisting date: W/C Monday 25 August 2025
Interview format/dates: the first round will be a telephone assessment interview held between 22 and 26 September and, if successful at this stage, will be followed by a second round of face-to-face interviews held between 29 September and 3 October 2025.

Watch our recruitment video and see what life is like working at Liverpool City Council.