Job number
LBC05040
Contract Type
Fixed Term / Secondment
Posting End Date
14 June 2026
Job Area
Adult Social Care
Salary: £27,254– £29,540 a year
Hours per week: 37
Contract type: Fixed Term for 12 months
We are looking for a motivated and customer-focused professional to join our team as a Customer Service Advisor, delivering high-quality support and advice to residents across a wide range of council services.
In this role, you will manage and resolve complex customer enquiries, complaints and service requests, providing accurate information, guidance and support through a variety of contact channels. You will work closely with internal departments and partner organisations to ensure customers receive effective and timely resolutions to their enquiries.
You will play an important role in supporting customers to access the council’s online and self-service options, helping to improve accessibility and promote digital inclusion, while ensuring a positive customer experience at every stage.
The role requires the confident use of multiple ICT and customer contact systems, maintaining accurate records and customer information, and ensuring all data is recorded clearly and in line with data protection requirements.
As part of the wider service team, you will contribute to mentoring and supporting colleagues, helping to maintain a professional, knowledgeable and customer-focused service. You will also maintain up-to-date knowledge of relevant legislation, policies and procedures to ensure accurate advice is provided across all service areas delivered through the Contact Centre and Service Centre.
You will support customers with council debt and repayment arrangements in a sensitive and practical way, taking into account individual financial circumstances while balancing the council’s recovery responsibilities. The role also involves verifying customer identity and documentation, identifying potential fraudulent activity and ensuring compliance with data protection and security procedures.
We are looking for someone who is committed to delivering excellent customer service and who can contribute to continuous service improvement by identifying opportunities to improve processes, reduce waste and support the council’s digital transformation and channel shift agenda.
Please note this role does not attract sponsorship.
You will have experience working in a busy customer contact or customer service environment, providing high-quality information, advice and guidance to members of the public across multiple service channels.
We are looking for someone with excellent communication and customer care skills who is confident dealing with a wide range of enquiries, including complex or sensitive situations. You will be able to remain professional, calm and solution-focused when handling difficult conversations or challenging behaviour, while delivering a positive customer experience.
You should be able to gather and assess information quickly, use your initiative to resolve problems and make accurate decisions within established procedures and policies. Strong attention to detail is essential, along with the ability to maintain accurate case notes, customer records and supporting documentation.
The successful candidate will be confident using multiple ICT systems, including customer contact platforms, case management systems and Microsoft Office applications, and will be comfortable working in a fast-paced environment where priorities can change quickly.
You will also have:
Experience providing advice and support to customers through a range of communication channels
Strong numeracy and administrative skills
The ability to interpret and explain legislation, policies or procedures relating to areas such as Housing Benefits, Housing, Adult Social Care or Council Tax
The ability to support, guide and share knowledge with colleagues
An understanding of equality, diversity and inclusion and the impact discrimination can have on individuals and service delivery
A flexible and proactive approach to meeting the operational needs of the service
A customer care qualification, NVQ Level 2 or 3, or equivalent experience and training would be advantageous.
The role may require flexibility in working hours to support frontline service delivery, as well as the ability to travel across the borough when required.
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough
On occasions, we may close a vacancy early due to a very high number of applications being received.
We offer a range of excellent staff benefits which include:
- From 25 to 32 days’ annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 19.2 per cent (at April 2026) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
- Arriva Travel Club: great value savings on local bus travel
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply' page has more tips to help with your application: How to apply
