Are you a champion of excellent customer service? If you put customers’ first, and support, facilitate and motivate staff to do their best for the people of Sheffield, we have an exciting opportunity for you as a Senior Advisor in the council’s Out of Hours Contact Centre.

The role holder will help facilitate the provision of a timely customer-driven service:

Respond appropriately to customer enquiries by telephone, post and electronic communications
Provide in-depth repairs subject knowledge support and training to Advisors
Support Team Leaders
Coach, mentor and support Customer Service Advisors
Provide constructive feedback to Customer Service Advisors
Work with colleagues within Customer Services and other council services to maintain and improve our service to customers
Seek opportunities to improve ways of working and communication

For this position, experience of working in this role is preferable.

Our Out of Hours service deals with a variety of calls from some of our most vulnerable customers, working alongside our Adults and Children’s Social Workers, as well as dealing with homeless callers and emergency repairs.

Contact Centre advisors are hybrid workers which means attendance in the office, as well as working from home, is required.

Full induction and job training will be provided at our city centre office to ensure you feel confident and knowledgeable to answer or find the answer to any query, and support is always on hand to refer to.

As you will be required as a regular and intrinsic part of your role, to speak to members of the public in English, you must be able to converse at ease with customers and provide advice in accurate spoken English

The positions are permanent, the council has generous holiday entitlement, and the starting salary is £30,024 per year for a full-time post. The Out of Hours position does attract pay enhancements for unsociable hours.

Although this position is within the Contact Centre, the Senior Advisor role is a generic one within Customers Services and the role holder could be asked to join other teams in future.

This role is a great way to start or continue your career with Sheffield City Council. Join a diverse, focussed, supportive, and friendly team. Work with different council services, support and enable a great team of Advisors, help customers request services, and refer to and get to know colleagues across the council.

To find out more or ask any questions about the role, feel free to email Carole.Curley@sheffield.gov.uk

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.