Salary: £26,403 - £27,254 a year
Hours: 37 hours a week
Contract Type: Permanent
Location: The Council House
Closing Date: 16 August 2026
An exciting opportunity to join a caring and dedicated team in the rewarding role of customer services.
Handling customer contacts face to face, by phone and by electronic communications you’ll be assisting residents of Derby to access Council services and advising on a wide range of issues.
If you have excellent people skills and a passion for helping people this could be the ideal role for you to progress your career in local government.
The Opportunity
In the role of Customer Service Advisor , here’s an example of what you’ll be doing to make an impact:
You will be the first point of contact for citizens, visitors and partners for many of the Council’s services. This role offers great variety, whether offering a friendly and professional welcome to the Council House in reception, assisting customers to raise service requests and access support, handling incoming phone calls for a range of services, responding to correspondence, providing signposting information or taking payments, booking appointments and processing admin. No two days are the same.
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
Here at Derby City Council, we’re dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities. Find out more about what it’s like to work for us.
What We Offer
You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you’ll also receive:
- Flexible work/life balance scheme (depending on your role)
- Hybrid working (depending on your role)
- Modern office environment (depending on your job location)
- Continued professional development opportunities & career conversations
- 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays (depending on contract)
- Local Government Pension Scheme (depending on contract)
- Team Derby Rewards – retail and leisure discounts
- Tusker Car Benefit Scheme
- Cycle2Work Scheme & free cycle training
- Employee Assistance Programme, Wellbeing Calendar and Support
- Access to our Equality Employee Networks – LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
- Support for colleagues who are carers
Next Steps
The closing date for this vacancy is at midnight on 16th August 2026. Any applications received after the closing date will not be accepted.
Interviews will be held: In person at the Council House
If you would prefer to apply for this job using your CV, then please download the attached Declaration Form and send it to [email protected]. Without a completed declaration form, your application will not be accepted. We also encourage you to download the Equalities Form and return this to [email protected], however this is optional and will not affect your application.
Important Information
Links to the full Job Description and Person Specification are below.
All employees will normally be appointed to the minimum of the grade for the job.
Before you complete your application, please read our guidance on filling in your application form.
Remember to align your personal statement to the essential criteria in the Person Specification.
Please be aware that where there are colleagues within the organisation who are 'at risk' of redundancy, requirements to redeploy to another suitable role will apply and take priority.
Equality, Diversity & Inclusion
We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility.
We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job.
We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for.
Please let us know of any individual requirements or reasonable adjustments you may have during the application, interview, or onboarding process and we’ll do all we can to help. We strongly believe in social understanding of disability and for us it’s all about removing barriers to equality.
If you have any questions regarding this vacancy or are having difficulty applying, please contact our Recruitment Team on 01332 640844 (Relay UK - 18001 01332 640 844) or at [email protected] https://www.derby.gov.uk/signing-service/
