Position
Customer Experience Coordinator – Contact Centre (Fixed Term – 12 months)
Job Details
• 1 post / 37 hours per week
• 1 post / 30 hours per week
Scope of Role
Deliver clear information and advice to customers across a wide range of services such as housing, benefits, council tax, blue badges, concessionary travel, household waste, highways, planning and more.
Deliver support through a telephone contact centre based at County Hall in Morpeth and work in a hybrid arrangement from home and office.
Support a tight‑knit team under team leaders.
Responsibilities
* Provide advice and information across a wide range of areas including housing, benefits, council tax, blue badges, concessionary travel, household waste, highways, planning and related services.
* Engage fully and positively with customers, building rapport and trust to understand their needs and offer appropriate solutions.
* Maintain professional standards and confidentiality while handling customer interactions.
* Work collaboratively with team members, partners and community organisations.
Qualifications
* Enthusiastic, optimistic, and passionate about helping people.
* Good listening skills and ability to build rapport with customers.
* Curiosity, patience, and willingness to understand and offer solutions.
* Team player, able to work effectively with others.
* Flexible and willing to work in different locations throughout Northumberland.
* DBS check is required.
Benefits
* 26 days annual leave plus public/bank holidays (rising to 31 days after 5 years of service, pro rata for part‑time employees).
* Automatic enrolment into the Local Government Pension Scheme.
* Flexi scheme (if applicable) – up to 2 days flexible leave per month (pro rata for part‑time employees).
Equal Opportunities and Disability
Northumberland County Council is an equal opportunities employer and operates a guaranteed interview scheme for disabled applicants who meet the essential criteria.
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