At a Glance
- Tasks: Help customers access services and provide support across various channels.
- Company: Bath & North East Somerset Council, dedicated to improving lives.
- Benefits: Flexible hours, supportive team, career growth, and community impact.
- Other info: Rolling recruitment with opportunities across Bath, Keynsham, and Midsomer Norton.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Good education level, customer service experience, and strong communication skills.
The predicted salary is between 24000 - 30000 £ per year.
At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives.
This is a rolling recruitment advert, so applications will be reviewed as we receive them. Please state clearly in your supporting letter the hours and location you are interested in (Bath, Keynsham, Midsomer Norton, or multi-site).
If you’re someone who genuinely enjoys helping people and making every interaction a positive one, we’d love to welcome you to our team. Our Customer Services team is the front door to council services, supporting residents, visitors, and local businesses across Bath, Keynsham, and Midsomer Norton. We’re looking for friendly, caring people to join us in full time, part time, casual, and multi-site roles.
A Role That Puts People First
Every day, you’ll be helping customers access the services they need — whether that’s answering a question, guiding them through a process, checking documents, or helping them make a booking. You’ll be the reassuring voice or friendly face that helps someone feel supported, understood, and confident about what happens next. Most enquiries will be routine, and you’ll be empowered to resolve them straight away. When something more complex arises, you’ll work closely with senior colleagues and specialist teams to make sure every customer gets the right support.
How You’ll Make a Difference
Your work will have a real impact on people’s lives. You’ll:
- Welcome customers and guide them through their enquiry with warmth and clarity
- Provide helpful, accurate advice across phone, digital, and face-to-face channels
- Check and verify documents so customers can move forward without delays
- Escalate more complex or sensitive issues to the right teams
- Keep clear, accurate records so customers don’t have to repeat themselves
- Update customer information so everything is ready for processing and audit
- Support customers with bookings and payments, ensuring the process feels simple and secure
Every interaction is an opportunity to make someone’s day easier — and you’ll be part of a team that takes pride in doing exactly that.
Work Across Bath, Keynsham & Midsomer Norton
We have customer service locations across all three areas, and we offer roles based at a single site or across multiple sites if you enjoy variety in your workday.
What You’ll Bring
You don’t need to know everything on day one — we’ll support you as you learn — but we’re looking for people who:
- Have a good general level of education (A level or equivalent)
- Have experience helping customers in a frontline role
- Stay calm and professional when dealing with challenging situations
- Understand the importance of following processes and protocols
- Are comfortable using digital systems and online platforms
- Communicate clearly, kindly, and positively
- Can organise their work within a structured workflow
- Are curious about the wider services the council and partners provide
Knowledge of library services is helpful but not essential — we’ll teach you what you need to know.
Why You’ll Love Working With Us
You’ll make a real difference to people in your community. You’ll join a supportive, friendly team that works together. You’ll have opportunities to grow your skills and career. You’ll enjoy flexibility that fits your lifestyle. You’ll be part of a service that values kindness, accuracy, and great customer care.
Ready to Make a Difference
If you’re passionate about helping people and want to be part of a team that puts customers at the heart of everything, we’d love to hear from you.
If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Danielle Adlam, Customer Services Team Leader.
Interview date: TBA
Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.
About Bath and North East Somerset Council: Working at Bath and North East Somerset 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.
Why Bath and North East Somerset Council? We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. We are a Disability Confident Employer. The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.
Please note that this role is subject to an Enhanced/Basic DBS Check.
*Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.
Customer Service Library and Information Advisor employer: Bath and North East Somerset Council
Bath College is an exceptional employer that prioritises the well-being and professional development of its staff. With a generous holiday entitlement, flexible working options, and a commitment to safeguarding, employees enjoy a supportive work culture that fosters growth and work-life balance. The College's location in Bath offers a vibrant community and access to various employee benefits, making it an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
Bath and North East Somerset Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Library and Information Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bath and North East Somerset Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bath and North East Somerset Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Library and Information Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bath and North East Somerset Council:Your cover letter is your chance to shine! Tell us why you want to work at Bath and North East Somerset Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bath and North East Somerset Council!
How to prepare for a job interview at Bath and North East Somerset Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
