Call Centre Agent (Customer Service) – Local Authority (Hybrid) Location: Hybrid – 2 days remote, 3 days in office Pay Rate: £13.33 per hour (paid fortnightly) Working Hours: 9:00 AM – 5:00 PM, Monday to Friday Contract Type: Temporary to permanent (Immediate start available) Employer: Local Government (Council Role) Are you passionate about helping others and want to make a real difference in your local community? We are currently recruiting Customer Service Call Centre Agents to work with a Local Authority Council, supporting residents across the borough by handling incoming calls and enquiries. This role offers a hybrid working arrangement, combining remote working (2 days a week) with office-based presence (3 days a week) — perfect for maintaining a healthy work-life balance. This is an exciting opportunity for individuals with strong communication skills and a desire to work in a role that genuinely helps people every day. Key Responsibilities: As a Customer Service Agent, you will act as the first point of contact for local residents, delivering a high standard of service while resolving a wide range of issues. You’ll be responsible for: Handling inbound calls and queries from residents relating to council services (e.g., housing, council tax, waste management, benefits, repairs, and more) Providing accurate and timely information, guidance, and support Escalating complex issues or complaints to relevant departments Recording customer interactions using CRM systems Liaising with other internal departments to follow up on enquiries Maintaining a professional, empathetic, and customer-focused manner at all times Meeting key performance indicators (KPIs) related to response time, resolution, and quality Adhering to data protection and confidentiality protocols What We’re Looking For: Previous experience in a customer service or call centre role (public sector experience is a bonus, but not essential) Excellent verbal communication and listening skills Confident with handling difficult or sensitive conversations in a calm and helpful manner Good IT and data entry skills, with the ability to multitask between systems while on a call Reliable, punctual, and committed to delivering high-quality service A genuine desire to help people and improve community outcomes What You’ll Get in Return: Competitive Pay £13.33 per hour (paid every 2 weeks) Potential salary increments based on length of service and performance Generous Benefits Paid holiday entitlement Access to the Local Government Pension Scheme (LGPS) – one of the most respected pension schemes in the UK, with employer contributions Annual leave that typically increases with length of service Public holidays included Career and Personal Development Access to ongoing training and development Clear pathways for career progression within the local authority Opportunities to move into permanent employment with the council Flexible Working & Wellbeing Hybrid working model – 2 days remote, 3 days office-based Supportive work-life balance policies including family-friendly arrangements IT equipment provided for home working Employee wellbeing services and advice Other Perks Access to Blue Light Card (discounts across retail, leisure, and travel) Eligibility for London Weighting Allowance depending on location Working in a meaningful public service role that directly supports your community Working for a Local Authority – More Than Just a Job Choosing to work within a local council means becoming part of something bigger. You'll gain a sense of purpose knowing that your work supports real people in your borough — from vulnerable families to elderly residents. Local authority positions are known for job stability, fair pay, and a strong ethical framework. Ready to Apply? If you're ready to make a positive impact and join a friendly, professional team, apply today for immediate consideration. Join the frontline of community support — where your voice can make a difference.