At a Glance
- Tasks: Be the friendly face of our council, helping customers with their queries.
- Company: Join Welwyn Hatfield Borough Council, a supportive and community-focused organisation.
- Benefits: Enjoy flexible working, generous leave, and a solid pension scheme.
- Other info: Career progression opportunities and training provided in a dynamic environment.
- Why this job: Make a real difference in your community while developing your career.
- Qualifications: Great communication skills and a passion for customer service are key.
The predicted salary is between 24649 - 30127 £ per year.
Salary £28,426 pro rata with progression to £34,011 pro rata through annual increments subject to satisfactory service (inclusive of outer fringe allowance).
Career Grade Scheme with appointment level dependent on experience.
20 hours per week (office based) 12-month fixed term contract.
We are expanding our Customer Service team and looking for a friendly, motivated advisor to join us on a 12 month fixed term contract to provide additional resource during a restructure transition period.
As a Customer Service Advisor, your primary responsibility will be the first point of contact for all visitors to the reception area at our council offices in Welwyn Garden City, providing a professional, courteous, and welcoming experience. You’ll handle enquiries by phone, email, and Live Chat, aiming to resolve issues first time and deliver a great customer service for our Landlord and Council services.
Responsibilities:
- Help customers across all contact channels.
- Provide clear, accurate information.
- Log service requests and other customer queries, such as housing repairs, missed bins, parking enquiries, planning enquiries, in our CRM and housing systems.
- Support customers with a wide range of queries.
About you:
- Excellent communication skills.
- A positive, professional approach.
- Confidence using digital systems (training will also be provided).
- Ability to stay calm and helpful during challenging conversations.
- A passion for great customer service.
This is a career graded post (Level 1–2) with training, support and progression opportunities. The role is office based.
The fixed working pattern for this role is:
- Monday 08:45-17:15 (1 hour lunch break).
- Wednesday 13:00-17:15.
- Thursday 13:00-17:15.
- Friday 12:45-16:45.
We offer flexible working to achieve a good work life balance, generous annual leave, discount to the council owned leisure facilities and much more. To see our full list of employee benefits visit My Rewards – Career.
We offer the Local Government Pension Scheme, which is a defined benefits scheme.
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential in this post.
Closing date for applications is 31 August 2026. Remote assessments will be held on 7 September 2026. Face to face interviews will be held on 11/14 September 2026.
Customer Service Advisor (Career Grade) (RP0194) employer: Welwyn Hatfield
Welwyn Hatfield Borough Council is an excellent employer, offering a supportive work culture that values collaboration and community engagement. With flexible hybrid working arrangements and opportunities for professional growth, employees can thrive while making a meaningful impact in local governance. The council prioritises employee well-being and development, ensuring a rewarding experience for those dedicated to serving the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Career Grade) (RP0194)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Welwyn Hatfield.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Welwyn Hatfield. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Advisor (Career Grade) (RP0194)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Welwyn Hatfield.
How to prepare for a job interview at Welwyn Hatfield
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Welwyn Hatfield's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Welwyn Hatfield offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
