Customer Service Advisor - Internal applicants only

Job description

Salary: Grade D. £27,274 - £28,153
Location: The Council House
Hours: 37 hours per week
Working hours: Monday - Friday
Closing Date: 01/11/2026
Contract Type: Permanent

WE WILL ONLY ACCEPT APPLICATIONS FROM EXISTING DERBY CITY COUNCIL EMPLOYEES. CERTAIN AGENCY WORKERS MEETING CRITERIA UNDER THE AGENCY WORKERS REGULATIONS (2010) MAY ALSO APPLY

The Opportunity
An exciting opportunity to join a caring and dedicated team in the rewarding role of customer services in the Council’s main contact centre.

You’ll be answering a wide variety of enquiries from members of the public face-to-face, over the phone and by electronic communications, as well as processing admin tasks. You’ll be the first point of contact for multiple services and use a range of IT systems.

If you are compassionate, have excellent people skills and enjoy helping people this could be the ideal role for you to progress your career in local government.

What you’ll be doing
You will be the answering queries on services such as Pest Control, Registrars, Streetpride, Customer Feedback, Parking Services and Switchboard. Helping customers with anything from a simple enquiry to supporting people access the correct service in moments of crisis.

About you
To be successful in this role, you’ll ideally have...

Experience dealing with enquiries from the public in a customer service environment.

Demonstrable experience of handling enquiries over the telephone and face to face.

Experience of handling written and electronic correspondence from members of the public.

Experience of use of computer-based systems for inputting, validating and updating customer details.

Demonstrable understanding of and commitment to the principles of delivering excellent customer service.

Ability to communicate clearly, both verbally and in writing, with customers and other departments.

Ability to record information accurately and concisely.

Good interpersonal skills and the ability to deal with sensitive and challenging issues in a confident and professional manner.

Good standard of Maths and English – equivalent to Grade 4/Grade C at GCSE.

Knowledge and awareness of the Equality Act 2010 and how it applies to this job.

Ability to work as part of a team and with a minimum supervision.

Be punctual and have a flexible approach to working patterns within the normal working hours.

Have an appreciation of and commitment to maintaining confidentiality.

Who We Are
At Derby City Council, we're proud to deliver over 250 essential services that support our residents, communities and businesses. Guided by our vision to create an Inclusive, Green, Growing and Vibrant City, we put people at the heart of everything we do.

Our values shape how we work every day. We believe in Great People, One Team, we're Bold in embracing change, Strong in delivering for our communities, and We Care about making a positive difference.

Join us and you'll be part of an ambitious, collaborative organisation where you can develop your career while helping to shape Derby's future.

Why join Derby City Council?
At Derby City Council, you'll have the opportunity to make a real difference while building a rewarding career in an organisation that values, supports and invests in its people.
Alongside the opportunity to help shape the future of Derby, you'll benefit from a comprehensive range of employee benefits, including:

Financial Benefits
• Local Government Pension Scheme (LGPS) – a secure, defined benefit pension with life cover
• Team Derby Rewards – discounts across a wide range of retail, leisure and lifestyle brands
• Tusker Car Benefit Scheme – a salary sacrifice scheme for leasing a brand-new, fully maintained and insured vehicle
Work-Life Balance
• Generous annual leave, starting at 27 days and rising to 32 days after five years' service (plus bank holidays, depending on your contract)
• The option to purchase additional annual leave
• Flexible and hybrid working arrangements for many roles
• Flexible retirement options, where eligible
• Support for colleagues with caring responsibilities
Learning and Development
• Learning and development opportunities, with regular career conversations to support your growth
• Leadership and management development programmes, mentoring and professional qualifications
• Modern workspaces designed to support collaboration, productivity and wellbeing
Health and Wellbeing
• Employee Assistance Programme, wellbeing support and a year-round wellbeing calendar
• Free annual flu vaccinations
• Cycle2Work Scheme and free cycle training
Community and Inclusion
• Up to 15 hours of volunteering leave each year
• Recognition through initiatives including the Here for Derby Awards and Long Service Awards
• The opportunity to join one of our Employee Networks, including LGBTQ+, Disabled Employees and Carers, Black, Asian and Minority Ethnic Employees, and Neurodiversity

At Derby City Council, we believe our people are our greatest strength. Whatever stage you're at in your career, you'll be joining an inclusive organisation where you'll be supported to develop, feel valued and make a meaningful difference to the communities we serve.

Some benefits are dependent on your role, contract or length of service.

How to apply

WE WILL ONLY ACCEPT APPLICATIONS FROM EXISTING DERBY CITY COUNCIL EMPLOYEES. CERTAIN AGENCY WORKERS MEETING CRITERIA UNDER THE AGENCY WORKERS REGULATIONS (2010) MAY ALSO APPLY

If you would like to apply for this vacancy via an