Senior Customer Service Advisor Positions 1 Band / Grade B2 Salary £36,379 - £40,775 per annum (Pay on promotion rules apply) Contract Type Permanent Working Pattern Full Time Location Hybrid (remote and on-site - Westminster, London) Leave entitlement Starting at 30 days per annum, pro-rata Closing Date 17th May 2026 at 23:55 Job Description Eligibility This role is open to House of Commons, House of Lords and Joint Departments (PDS, R&R Client Team or PCD) employees only who may be eligible to move under our ParliMoves Scheme. More information can be found on What you'll be doing The Customer Experience and Service Delivery Team supports the delivery of the House Service Strategy with the aim of delivering a comfortable, safe, and efficient environment for Members, passholders and the public. This role is based in the Customer Services Team, within Customer Experience and Service Delivery, and reporting to the Director of Customer Strategy and Retail. The Customer Services Team: Sets customer service standards, works across teams to help them deliver those standards and continually monitors the operation to identify areas of improvement. Manages some services for Members, passholders and the public (e.g., Customer Service Centre, Feedback, the Portcullis House Hub). Coordinates, monitors and/or implements services and standards for other teams (e.g., uniform and signage). What we're looking for Act as the first point of contact for providing first class customer service on complex issues to external and internal customers via telephone, the feedback scheme and the in-person information points. Handle inbound calls with empathy, resilience, and professionalism, including distressing situations that may be emotionally sensitive for customers. Ensure the highest standards are followed, and customers receive polite, prompt, friendly, accurate and helpful service that provides a first-time resolution where possible. Next Steps and Additional Information CV & Application - If you would like to apply for this role, please submit your CV and evidence against criterions 1,2,3 and 4. More information on the role and the full criteria can be found in the Job Description.