At a Glance
- Tasks: Provide top-notch customer service across various council services, both in person and over the phone.
- Company: Adur and Worthing Councils, dedicated to community support and excellent service.
- Benefits: Generous leave, local government pension, training, flexible working, and employee support programmes.
- Other info: Supportive environment with a commitment to diversity and inclusion.
- Why this job: Make a real difference in your community while developing valuable skills in customer service.
- Qualifications: Previous customer service experience is a plus, but training will be provided.
The predicted salary is between 28598 - 31022 £ per year.
Fixed term contract until 31st March 2027
Salary: Starting from £28,598 to £31,022 p.a.
Grade: Grade 4
Hours: 37 hours per week – Monday to Friday 8:30am – 17:00pm
Place of work: Town Hall, Worthing (primarily Contact Centre based). You may be called to work at other Adur and Worthing Council customer contact locations.
Closing date: 8th June 2026 at 23:55 pm
About the Role
Adur and Worthing Councils place the customer at the very heart of their business and are committed to the communities we represent. We are looking to recruit an enthusiastic, professional and confident individual who thrives on providing great customer service. You will need to provide information and advice to customers regarding 16+ different council service areas both face to face and on the telephone. Customers who contact us can be vulnerable, frustrated or distressed, so high levels of personal resilience and sophisticated communication skills are essential. We expect all team members to be able to work flexibly.
The role is based within our Contact Centre in Worthing Town Hall, but you will be asked to provide assistance when needed at our face to face offices in Worthing and Shoreham. This role provides a crucial front line service for the Councils so you will need an ability to confidently handle telephone calls and visitors regarding Council business and to use IT systems to resolve customer enquiries effectively. Previous customer service experience and knowledge of Council business would be useful, but training will be given.
We are looking for hardworking, adaptable advisers committed to ensuring excellent customer service, even when the council is unable to provide the resolution the customer desires. Advisers are often approached for input when the Councils are looking to improve services, so the right applicant will be comfortable in actively assisting in continual service improvement work.
The successful candidate will be subject to a Basic DBS clearance and three years employment referencing.
Care Leaver Support
At Adur & Worthing, we are committed to supporting care leavers, in accordance with the Children (Leaving Care) Act 2000 and the Children and Social Work Act 2017. To that end, we operate a guaranteed interview scheme for anyone meeting the essential criteria of the role they are applying for. In order to be considered for this, you will need to be a care leaver under the age of 25 at the time of application. Please confirm that you are a care leaver in the “Showing how you meet the person specification and job description” section of the application form.
Disability Confidence
As a Disability Confident employer, we will ensure that a fair and proportionate number of applicants declaring a disability, that meet the essential criteria for this position, will be offered an interview.
Benefits
- Generous leave entitlement – a minimum of 26 days + Bank Holiday entitlement
- Local Government Pension
- Training & development
- Occupational Health
- Employee Assistance Programme (EAP)
- Employee resource groups/networks
- Buddy Support Programme
- Flexible working options
We are committed to promoting a diverse and inclusive community – a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognising their responsibility to value and respect each other’s contributions. Standards of conduct must be of the highest level to ensure that no one is harassed, bullied or victimised. We offer a range of family-friendly, inclusive employment policies, staff engagement forums and are keen to hear from applicants from a variety of different backgrounds.
Fair, Green & Local – Please see here.
Customer Service Adviser (First Line) employer: Adur & Worthing Councils
Adur and Worthing Councils is an excellent employer that prioritises customer service and community engagement, offering a supportive work environment in the heart of Worthing. With generous leave entitlements, flexible working options, and a commitment to employee development, staff are encouraged to grow and contribute to continual service improvement. The inclusive culture fosters diversity and respect, making it a rewarding place for individuals dedicated to making a positive impact in their community.
Contact Details:
Adur & Worthing Councils Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Adviser (First Line)
✨Tip Number 1
Get to know the company! Research Adur and Worthing Councils, their values, and the services they provide. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers who may be frustrated or distressed, role-play common scenarios with a friend. This will help you feel more confident and prepared for those tricky calls.
✨Tip Number 3
Be flexible and adaptable! The job requires you to work in various locations and handle different council services. Show that you're ready to jump in wherever needed, and highlight any past experiences where you've successfully adapted to change.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're tech-savvy and comfortable using online systems, which is key for this role.
We think you need these skills to ace Customer Service Adviser (First Line)
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight any previous experience you have in customer service. We want to see how you've handled tricky situations and provided great support to customers, especially when they might be feeling a bit frustrated.
Tailor Your Application:Take the time to read through the job description and person specification carefully. We love it when applicants tailor their applications to show how they meet our specific needs, so don’t be shy about making those connections clear!
Be Yourself:We’re looking for enthusiastic and confident individuals, so let your personality shine through in your application. Share your passion for helping others and how you can contribute to our team’s mission of excellent customer service.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure we receive your details and can consider you for this exciting opportunity. Plus, it’s super easy to do!
How to prepare for a job interview at Adur & Worthing Councils
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service, especially in a council context. Understand how to handle difficult situations and communicate effectively with customers who may be frustrated or distressed.
✨Familiarise Yourself with Council Services
Since you'll be providing information across 16+ different service areas, take some time to research these services. Knowing what each department does will help you answer questions confidently and show your enthusiasm for the role.
✨Demonstrate Resilience and Adaptability
Prepare examples from your past experiences where you've shown resilience in challenging situations. This role requires flexibility, so highlight times when you've adapted to changing circumstances or handled unexpected issues.
✨Engage in Continuous Improvement
Think about how you can contribute to improving customer service. Be ready to discuss ideas or experiences where you've helped enhance processes or services in previous roles, showing that you're proactive and committed to excellence.
