Customer Service Advisors x2 - Full Time

Customer Service Advisors x2 - Full Time


  • Location: Cirencester and Moreton-in-Marsh
  • Salary: £20,027 – £21,944 per annum
  • Hours: 37 per week
  • Contract Type: Permanent
  • Closing Date: 03 March 2021
  • Interview Date: 10 March 2021

Do you have experience in a Customer Service call centre environment?

We have two Customer Service Advisor positions.  One based at our Cirencester site and one based at our Moreton-in-Marsh site.

We are seeking to recruit experienced customer service professionals.

In this key role you will provide flexible customer service support, working in our busy contact center responding to a wide range of customer enquiries on virtually all services provided by the Council.

If you take pride in the quality of service you provide, can communicate well and enjoy working in a fast paced environment we would like to hear from you.

About the role…

You will be the first point of contact for multiple services on behalf of Publica, its internal and external customers. You will respond, conclude or escalate transactional and other queries and work within tight guidelines and prescribed methods of working.

You will also be dealing with customer enquiries efficiently and effectively by all communication channels and simultaneously use multiple IT systems to manage and resolve enquiries and record information accurately. 

This is a replacement role covering the Cotswolds, famous for quintessentially English market towns and villages built from honey-coloured stone. With a range of gently rolling hills and the largest area of outstanding natural beauty in England making it a perfect base for walking and cycling, you will have this right on your doorstep.  With our agile working ethos: you will be spoilt for choice.

You will need…

  • To understand and demonstrate commitment in delivering the key performance indicators within the function e.g. levels of customer satisfaction
  • Experience in a Customer Service call centre environment
  • A minimum of 5 qualifications equivalent to NVQ level 2 or GCSE at Grade C/4 or above, must include Maths and English
  • The ability to remain calm and confident when dealing with challenging customers
  • Excellent active listening skills that demonstrate a customer focus and understanding and have the ability to interpret customer requests for information

For more information about this role please see the Job Description/Person Specification.

Special Conditions…

  • Ability to travel
  • BPSS

Who are we…

Publica is a unique place to work – we’re a local government organisation with a twist! Publica wants to transform the way local services are delivered. To help do this we have started to fundamentally rethink the way we design our services in the digital era so that Publica is a customer focused organisation driven by real user needs.

Please follow the link to see our great benefits: Benefits

If you wish to have an informal discussion about this role, please contact Lisa Cresswell on lisa.cresswell@publicagroup.uk  

Closing date: Wednesday 3rd March 2021 at midnight

Interview date:  Wednesday 10th March 2021 or Thursday 11th March 2021 via video conference

If you feel this is the role for you please email your CV and supporting statement detailing how you meet the criteria above by clicking on the ‘Apply for this Position’ icon within this page. Alternatively, please email us at join-us@publicagroup.uk or contact the recruitment team on 01285 623079/70

Your application will not be considered if you have not provided a supporting statement, in addition to your CV.

Accredited of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies - Please state this within your covering statement or in a separate email.

Safer recruitment practices are applied to all job vacancies. Successful candidates will be required to complete a pre-employment medical questionnaire; provide references;  proof of identity; nationality and immigration status; three years’ employment or education history (if applicable) and, in some cases, verification of criminal record.


Do you consider that you have a disability?

Publica has signed up to 'Disability Confident' commit to encourage applications by offering an interview to those who declare they have a disability, if the person meets the minimum criteria for the job as defined on the person specification.

Please indicate on your covering letter if this applies to you.


Download Job Description and Person Specification

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