Overview
Customer Service Advisor NCCHS role at Nottingham City Council. Hybrid working (office and home) opportunities. Contract: Permanent. Location: Loxley House, NG2 3NG.
Details
* Contract Type: Permanent
* Worker Type: Hybrid Worker (mix of office and home working)
* Salary: Grade C – Starting Salary £25,583 (Level 1) rising to £26,403 (Level 3); pro rata for part time (actual pro rata: £12,791.50 to £13,201.50 per annum)
* Location: Loxley House, NG2 3NG
Working Hours / Shifts: The customer service centre operates 7am – 9pm Monday to Friday and 9am – 5pm on weekends and bank holidays. Available shifts:
* Shift 1: Monday – Friday 8.30am – 4.30pm (37 hours per week)
* Shift 2: Monday – Friday 9am – 5pm (37 hours per week)
* Shift 3: Wednesday 8:30am – 12:30pm; Thursday and Friday 8:30am – 4:30pm (18.5 hours per week)
Role
Job Title: Customer Services Advisor
Overview: Proactive and customer-focused role handling a high volume of customer enquiries via telephone and email. Provide advice and support on housing-related matters including repairs, rent payments, tenancy and estate management. Work in a 24/7 service environment with emphasis on high standards of customer care, confidentiality, and adherence to legislation and internal procedures.
Responsibilities
* Handle a high volume of customer enquiries via telephone and email
* Provide advice and support on housing-related matters (repairs, rent payments, tenancy and estate management)
* Support account management, rent arrears resolution, and customer satisfaction monitoring
* Maintain confidentiality and follow relevant legislation and internal procedures
About You
* Experience in fast-moving, pressurised environments dealing with complex data and conflicting priorities
* Knowledge and experience with contact centre technology/bespoke IT systems
* A awareness and understanding of equality issues and a commitment to Nottingham City Council’s Equality, Diversity and Inclusion strategy and objectives
* Strong interpersonal skills and ability to communicate effectively (active listening and questioning)
* Ability to present information clearly in writing or verbally
* Ability to work effectively as part of a team
Full duties of the job description can be found here. Please ensure you demonstrate clearly how you meet the 6 requirements in your CV and supporting documents and identify which of the available shifts you are interested in.
Benefits and Culture
Nottingham City Council offers a competitive salary, generous leave entitlement, and access to a defined benefit pension scheme. We support flexible and hybrid working where possible.
* 26 days annual leave (rising to 33 days after 5 years’ service) + bank holidays; buy additional leave
* Defined benefit pension scheme
* Smart Working to support work-life balance
* Health and wellbeing benefits including Employee Assistance Programme
* Discounted access to local facilities and services
Eligibility and Application
Closing Date: 21 September 2025 (midnight). Interviews: first stage via brief telephone interview (8 – 23 September); second stage – assessment centre (30 September, 1–2 October 2025).
For queries, contact recruitment@nottinghamcity.gov.uk. Technical application issues: EMSS support.
By applying, you agree to Nottingham City Council Terms & Conditions. We are committed to equality, diversity and inclusion and welcome applicants from all backgrounds.
About Us: Nottingham City Council offers a range of roles across services and supports employee development and inclusive culture.
Seniority
* Entry level
Employment Type
* Full-time
Job Function
* Other
Industries
* Government Administration
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