Date: 14 Jul 2026
Location: Taunton, GB, TA1 3UF
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Company: Somerset Council
Customer Service Advisor
Salary: Grade 13- ranging from £21,072 to £22,817 per annum for 30 hours per week
Closing Date: 27 July 2026
As a Customer Service Advisor within Adult Services, you will be the first point of contact for residents, carers and professionals seeking advice, support and access to Somerset Council's adult social care services. This essential role helps ensure enquiries are handled professionally, efficiently and with empathy across telephone, webchat, email and face-to-face channels, supporting customers through a range of complex and sensitive situations while helping them access the right support at the right time
Every interaction matters. You will support customers accessing a broad range of services, including Adults, Children's, Housing, and Revenues & Benefits. With enquiries often involving complex, sensitive or urgent situations, you will use sound judgement, adapt your communication style to individual needs and confidently manage challenging conversations to ensure customers receive the right support at the right time.
Working for Somerset Council means being part of an organisation that values professionalism, inclusion and continuous improvement, while actively investing in digital services and better ways of working to make a real difference for communities across the county.
Role Summary
The Customer Service Advisor plays a key role in ensuring customers can effectively access Somerset Council services through accurate, timely and professional responses across all customer contact channels. Supporting services including Adults, Children's, Housing, and Revenues & Benefits, the role requires the ability to manage a diverse range of enquiries, including complex and sensitive cases, while delivering a positive customer experience. By resolving enquiries at the first point of contact wherever possible, the role directly improves customer outcomes, supports vulnerable individuals and contributes to efficient service delivery
What You’ll Do – Key Responsibilities
Act as the first point of contact for Somerset Council services
Handle enquiries across multiple channels with professionalism and empathy
Assess customer needs and provide clear, accurate guidance
Manage a high volume of contacts, including sensitive or complex situations
Record and update customer information accurately, in line with policies and data protection requirements
Use internal systems and digital tools to manage workflows and service delivery
Work collaboratively with colleagues and service teams to resolve issues
Support continuous improvement by identifying trends and sharing feedback
Encourage customers to use digital self-service options where appropriate
Provide guidance to colleagues on more complex enquiries
Support reception services when required
What We’re Looking For – Knowledge, Experience and Skills
As a Customer Service Advisor, you will handle a high volume of enquiries across a variety of contact channels, including telephone, email, webchat and face-to-face interactions. Excellent customer service skills, including listening, empathy, understanding and kindness
Strong all-round communication skills, including an excellent telephone manner
Confidence and resilience to handle high-volume, sensitive and emotive interactions
Good computer skills, with the confidence to learn new systems and use multiple technologies
Enthusiasm to learn about our services, alongside a positive, calm approach and a problem-solving mindset
Professionalism to adhere to processes and understand the confidential and sometimes challenging nature of the interactions we handle
Experience is not essential; however, it may be beneficial. If you have experience of any of our services—either personally or professionally—please make this clear in your application
Additional Information
28 days annual leave, plus bank holidays
Part-time (30 hours per week) with hybrid working (minimum 2 days in the office once trained)
Office based at County Hall, Taunton (for in-office days)
Ongoing training, support, and regular coaching with your manager and team
Working hours: Monday to Friday, 8:30am – 5:00pm
Please note: We are unable to offer sponsorship for this role.
For an informal chat about the role, please contact, Sarah Ralls Service delivery manager
[email protected] 