Customer Service Advisor

Huntingdonshire District Council (HDC) is passionate about providing high-quality services to our communities, residents and businesses. This means we must employ and retain the most talented and dedicated people. Situated within the heart of the Cambridge-Peterborough Growth Area, Huntingdonshire is a beautiful district that boasts thriving market towns and many attractive villages, each with its own identity. We are an innovative and forward-thinking local authority whose residents are at the heart of our decision-making. At HDC we want to employ staff who embody our icare values (Inspiring, Collaborative, Accountable, Respectful, Enterprising), all of which support our ultimate purpose of putting our customers first.

An exciting opportunity has arisen to join our Customer Service team. You will be part of a skilled and committed team delivering HDC’s Customer Contact Service, aiming to provide a first-class customer experience while ensuring value for money.

About The Role

Customer Services are the first point of contact for residents accessing HDC services, handling enquiries across multiple communication channels, including face to face, telephone and email. The main access channel is telephone-based, making this primarily a call-centre role. However, there may be opportunities to undertake additional training to support other channels. Customer Service Advisors provide guidance and support across a wide range of council services, including (but not limited to) Housing, Council Tax, Operations, Environmental Services, Benefits, Planning and Elections. Advisors also promote and support the use of the Customer Portal and self-service options. A key responsibility of the role is to accurately identify customer needs and resolve enquiries across multiple service areas, within the scope of the service. Through their work, Advisors ensure customers are left with a positive impression of HDC, confidently handling both routine and complex transactions while consistently delivering excellent customer service.

Core hours are Monday to Thursday, 8.45am – 5pm and Friday, 8.45am – 4.30pm. Advisors work to a structured rota, with clearly defined breaks and working patterns. The role is based at Pathfinder House, Huntingdon. Following successful completion of training to the required standard, there are opportunities to work from home on a rota basis.

Key Responsibilities

• Deliver a wide range of council services directly to the customer and seek to resolve enquiries at the first point of contact.
• Take advantage of opportunities to resolve multiple enquiries at the same time to increase efficiency and enhance the customer experience.
• Learn all systems required to provide the services mentioned above and cope with change while remaining flexible.
• Receive ongoing training and maintain up-to-date knowledge and understanding of HDC services and systems.
• Proactively seek out and resolve potential issues before they arise, escalating more complex issues as appropriate.
• Build relationships to inspire trust in both you and HDC.
• Promote and encourage lower-cost contact channels, including self-service.
• Apply appropriate and effective communication techniques, including diffusing conflict and managing sensitive situations.
• Record customer feedback, including compliments and complaints.
• Actively participate in performance reviews and 1-to-1 meetings and work towards/meet Key Performance Areas agreed between the employee and the line manager.
• Represent and champion the Customer Contact Service throughout HDC.
• Recommend service improvement opportunities within both Customer Services and the wider council to improve the customer experience.
• Maintain and update customer records, ensuring accurate and relevant information is captured.
• Remain flexible to support all contact channels to meet the business need.
• Actively reduce avoidable contact to the council and increase first-time resolution.
• Maintain a commitment to our icare values (Inspiring, Collaborative, Accountable, Respectful, Enterprising), all of which support our purpose of putting customers first.
• Understand and adhere to HDC policies and procedures.
• Manage customer information securely in line with HDC Policies and legislation such as the Data Protection Act (DPA).

Additional Information

The role is subject to a DBS check on employment. An offer of employment is conditional upon having the right to work in the UK. HDC does not hold a Sponsorship Licence and is unable to provide a Certificate of Sponsorship (CoS) or take over sponsorship for any role. The official closing date is 9am on 4 May 2026.

Benefits

We offer flexitime to encourage a work-life balance and an inclusive working environment that values diversity of thought.

Equality, Diversity and Inclusion

Equality, diversity and inclusion are at the heart of our recruitment and along with our values we are committed to creating an inclusive working environment, where diversity is valued and there is equality of opportunity. We therefore welcome applications from all sections of the community.