Customer Service Advisor

Grade 3 | Core Customer Hub

Are you looking for a rewarding and varied role where you can make a real difference to the people of Sheffield?

We're looking for enthusiastic and customer-focused individuals to join our Core Customer Hub. Whether supporting customers directly through our contact centre or working behind the scenes in our back-office teams, you'll play an important role in helping residents access council services and receive the support they need.

The Core Customer Hub is at the heart of delivering great customer experiences across Sheffield City Council. Our teams provide high-quality support through both contact centre and back-office functions, helping residents, communities and businesses access the information, services and support they need. Working across a range of customer contact channels, including face-to-face, telephone and digital services, we help people reach the right solution at the right time. Through a responsive, accessible and customer-centred approach, our colleagues play a vital role in improving outcomes for customers and supporting our communities across Sheffield.

About the role

We have front-line and back-office Teams that cover a range of customer interaction, you’ll be providing effective customer service for both internal and external customers, providing a high level of administrative support on our in-house systems and interacting with our Linked Services and across our Core Hub Teams.

What you'll be doing

Responding to customer enquiries via telephone, webforms, webchat, email and other digital channels.

Helping customers access council services and resolving straightforward enquiries at the first point of contact.

Processing requests and transactions accurately using a range of council systems.

Maintaining customer records and documentation.

Providing administrative and back-office support to ensure services run efficiently.

Working flexibly across different service areas within the Customer Hub.

We're looking for someone who

Enjoys helping others and providing excellent customer service

Can communicate clearly via various channels

Has good attention to detail, shows accuracy and an understanding of confidentiality and data protection

Able to comfortably use digital systems

Can prioritise their own workload, follow tasks through and meet service standards

Demonstrates positive teamwork

Shows a commitment to providing courteous, inclusive and customer-focused services.

Previous experience in a customer service, administration or service delivery environment would be beneficial, but we're equally interested in transferable skills, a positive attitude and a willingness to learn.

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.

You'll receive a full induction and comprehensive training programme designed to help you succeed in the role. We will support you to develop your knowledge, skills and confidence whilst providing opportunities to learn about a wide range of council services.

Making services better

As a Customer Service Advisor, you will also contribute to the ongoing development of the Core Customer Hub. You will take part in team learning activities, share customer insight and identify recurring issues or avoidable customer contact. You may suggest improvements to processes and knowledge resources and support colleagues as a buddy where appropriate.

We will provide induction, training and ongoing development to help you build the knowledge, skills and confidence needed to succeed in the role.

Working arrangements

Our Teams operates within a hybrid working model, combining office-based and home working in line with business needs. You'll be based at Howden House and will work on a rota basis between our core hours to ensure we meet service demand.

Why join us?

This is an excellent opportunity to start or develop your career with Sheffield City Council. You'll join a supportive, friendly and diverse team, gain experience across a range of council services, and contribute to improving outcomes for customers across the city.

Equality, diversity and inclusion

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. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

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.

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.