Job Description
Temporary Customer Advisor - Public Sector
Location: Hanley, Stoke-on-Trent (may be potential of hybrid working later down the line)
Hours: Monday to Friday, 37 hours per week (10:00am-6:00pm - flexibility required)
Contract: Temporary until May 2025 (chance of an extension)
Pay Rate: £12.36 per hour, rising to £12.53 per hour
Start Date: Monday 3rd November 2025
About the Role
Our respected Public Sector client is looking for several Customer Advisors to join their Divorce Service Line and Financial Remedy team, supporting service users by phone with application updates and general queries. Please note - if successful the client will decide which team you would sit in. The day-to-day duties will be the same.
This is a telephone-based role within a busy contact centre where you will be the first point of contact for members of the public and legal professionals. You'll provide clear, empathetic, and informative support - signposting, updating case details, and guiding users through the next steps in their process.
While the focus is on telephony, there will be a small element of admin work. You must be comfortable spending most of your day on the phone and confident in explaining procedures clearly and calmly.
Key Responsibilities
1. Handle inbound calls from service users and professionals
2. Provide accurate updates and guidance on applications and court cases
3. Process and update high-volume case information with precision
4. Deliver a consistently high level of customer service in a sensitive service area
What We're Looking For
5. Ideally, previous contact centre or customer service experience
6. A calm, assertive, and resilient approach
7. Excellent communication and listening skills
8. Comfortable working in a fast-paced, phone-based environment
Training & Support
9. 8-week fully onsite training programme via the in-house training academy
10. First 3-4 weeks will focus on admin and process training
11. Followed by consolidation and structured call-handling training
12. Training hours: 9:00am-5:00pm/10:00am - 6:00pm (Monday to Friday)
Please note:
13. You must be available to start on Monday 3rd November 2025
14. Annual leave is not permitted during the initial 8-week training period
15. A clear DBS and 3 years of referencing will need to be processed before starting