Customer Service Advisor NCCHS

Overview

Customer Service Advisor NCCHS role at Nottingham City Council. Hybrid working (office and home) opportunities. Contract: Permanent. Location: Loxley House, NG2 3NG.

Details

• Contract Type: Permanent
• Worker Type: Hybrid Worker (mix of office and home working)
• Salary: Grade C – Starting Salary £25,583 (Level 1) rising to £26,403 (Level 3); pro rata for part time (actual pro rata: £12,791.50 to £13,201.50 per annum)
• Location: Loxley House, NG2 3NG

Working Hours / Shifts: The customer service centre operates 7am – 9pm Monday to Friday and 9am – 5pm on weekends and bank holidays. Available shifts:

• Shift 1: Monday – Friday 8.30am – 4.30pm (37 hours per week)
• Shift 2: Monday – Friday 9am – 5pm (37 hours per week)
• Shift 3: Wednesday 8:30am – 12:30pm; Thursday and Friday 8:30am – 4:30pm (18.5 hours per week)

Role

Job Title: Customer Services Advisor

Overview: Proactive and customer-focused role handling a high volume of customer enquiries via telephone and email. Provide advice and support on housing-related matters including repairs, rent payments, tenancy and estate management. Work in a 24/7 service environment with emphasis on high standards of customer care, confidentiality, and adherence to legislation and internal procedures.

Responsibilities

• Handle a high volume of customer enquiries via telephone and email
• Provide advice and support on housing-related matters (repairs, rent payments, tenancy and estate management)
• Support account management, rent arrears resolution, and customer satisfaction monitoring
• Maintain confidentiality and follow relevant legislation and internal procedures

About You

• Experience in fast-moving, pressurised environments dealing with complex data and conflicting priorities
• Knowledge and experience with contact centre technology/bespoke IT systems
• A awareness and understanding of equality issues and a commitment to Nottingham City Council’s Equality, Diversity and Inclusion strategy and objectives
• Strong interpersonal skills and ability to communicate effectively (active listening and questioning)
• Ability to present information clearly in writing or verbally
• Ability to work effectively as part of a team

Full duties of the job description can be found here. Please ensure you demonstrate clearly how you meet the 6 requirements in your CV and supporting documents and identify which of the available shifts you are interested in.

Benefits and Culture

Nottingham City Council offers a competitive salary, generous leave entitlement, and access to a defined benefit pension scheme. We support flexible and hybrid working where possible.

• 26 days annual leave (rising to 33 days after 5 years’ service) + bank holidays; buy additional leave
• Defined benefit pension scheme
• Smart Working to support work-life balance
• Health and wellbeing benefits including Employee Assistance Programme
• Discounted access to local facilities and services

Eligibility and Application

Closing Date: 21 September 2025 (midnight). Interviews: first stage via brief telephone interview (8 – 23 September); second stage – assessment centre (30 September, 1–2 October 2025).

For queries, contact recruitment@nottinghamcity.gov.uk. Technical application issues: EMSS support.

By applying, you agree to Nottingham City Council Terms & Conditions. We are committed to equality, diversity and inclusion and welcome applicants from all backgrounds.

About Us: Nottingham City Council offers a range of roles across services and supports employee development and inclusive culture.

Seniority

• Entry level

Employment Type

• Full-time

Job Function

• Other

Industries

• Government Administration

We’re unlocking community knowledge with insights added to articles; some statements may reference AI assistance.