Do you have the experience, confidence and resilience in delivering frontline services to customers in a fast-paced environment?
Look no further! We have a fantastic opportunity for a Customer Services Adviser to join our team here at Stockton-on-Tees Borough Council.
The Customer Services Team are first point of contact for over 20 different council services. We are particularly looking for someone who is confident and experienced in delivering frontline services to customers in a fast paced, responsive environment and who will deliver an excellent service to the residents of our borough.
What youll be doing:
- Handle and resolve customer enquiries across a range of council services
- Deliver efficient, effective and courteous customer service at all times
- Maintain accurate and up-to-date records of customer interactions and transactions
- Support customers via phone, face-to-face, and online channels
- Ensure customers can easily access council services
- Contribute to the development and testing of service processes and digital solutions
- Provide digital assistance and encourage use of self-service options.
You will be required to use digital systems and processes to provide customer services from either one of the Councils three multi-service face-to-face contact centres, the Council reception desks or its virtual contact centre.
Post holders will be required to rotate between different centres to meet fluctuating workloads and as part of their training.
Were looking for:
- Experience delivering high-quality customer service, ideally in a public-facing or contact centre environment
- Strong communication and listening skills, with the ability to deal sensitively and professionally with a wide range of customers
- Confidence using digital systems and Microsoft 365 to record, retrieve and manage information accurately
- A proactive approach to problem-solving, with the ability to resolve enquiries efficiently and at first point of contact where possible
- A team player who can also work independently and build effective relationships with colleagues and partners
- A customer-focused mindset, with a commitment to continuous improvement and promoting self-service digital solutions.
For more detailed information about the role, please refer to the Job Description and Person Specification included in the Supporting Documents section.
Stockton-on-Tees Borough Council prides itself on being a great place to work where staff are trusted, valued and supported to make a positive contribution at work.
We offer an excellent total reward package, including:
- A competitive salary of up to £28,598
- 27 days annual leave per year rising to 32 with 5 years service (plus bank holidays). Ability to purchase additional leave is also available.
- Generous Pension Scheme through the LGPS with ability to pay extra and plan for retirement.
- Access to a number of other employee benefits including learning and development opportunities, a car lease scheme, discounts at high street and online retailers, access to online GP appointments, an employee assistance programme and physiotherapy services.
And thats not all - you can also work flexibly where you can work part of your week at home.
For more information about working for Stockton-on-Tees Borough Council, please visit the Careers section on our website:
Rewarding careers. We do that - Stockton-on-Tees Borough Council
If you would like an informal discussion about the post, please contact Sue Grace, Customer Services Manager, on
[email protected] or 07775541154 or Andrean Fishburn, Customer Contact Lead, on
[email protected] or 01642 528661.
Previous applicants need not apply.
We are intending to interview on Week commencing 6 July 2026 and you will receive notification through North East Jobs if you have been shortlisted.
We anticipate a high level of interest in this role and may close the vacancy earlier than the advertised closing date, therefore we encourage you to submit your application as soon as possible.
Please note that were unable to provide visa sponsorship for this role, so candidates will need to have an existing right to work in the UK.
Important Applicant Guidance
Accuracy and Use of AI Tools: You must ensure that anything submitted in your application is factually accurate. Plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own. Whilst we accept candidates may use AI tools within job applications; submissions must be truthful and relevant to your own experience.
Application Updates and Communication: All updates regarding your application, including interview invitations, will be sent from
[email protected] to the email linked to your North East Jobs account, and will also appear in the My Messages section of your account.
Rehabilitation of Offenders Act 1974 (Exemptions): This post is exempt from the Rehabilitation of Offenders Act 1974 by virtue of the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended). Applicants are therefore required to disclose all criminal convictions, cautions, reprimands, and final warnings, including those which would normally be considered spent, subject to the filtering rules applicable under current legislation.
Right to Work: All applicants must provide valid proof of their right to work in the UK in accordance with Stockton-on-Tees Borough Councils statutory employment checks. Employment cannot commence or continue unless this has been verified.
Council Principles: The Councils recruitment principles require fairness, transparency, and a commitment to attracting and developing local talent.
Limitations: Where an individual cannot demonstrate a valid right to work in the UK, the Council will be unable to progress or continue the appointment. This includes cases where an existing employees visa is due to expire and sponsorship is not granted.
