Customer Services Information Guide (Contact Centre)

Customer Services Information Guide (Contact Centre)

Employer:

Nations Recruitment

Location:

Swindon, Dudley

Pay:

£13.90 per hour

Contract Type:

Contract

Hours:

Full time

Disability Confident:

No

Closing Date:

19/06/2026

About this job

Job Category: Admin & Clerical Job location: Civic Campus, Euclid Street, Swindon, SN1 2JG, Swindon Borough Council Hours per week: 37 Start date: Immediate start Salary: £13.90 per hour To answer calls from customers, using our Call Centre technologies.

To answer emails from customers using digital email technology.

To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer's needs.

To maintain customer service standards by answering customer's telephone calls and emails, being courteous, welcoming and professional at all times.

Once the customers' needs are understood, give them the support and confidence to self serve to answer their own query or by using Council equipment with a view to using their own where possible in the future.

To refer unresolved actions to the senior, Team Leader, or other areas.

To adhere to the Data Protection Act.

To support the residents of Swindon via our inbound call centre, in accessing the many services provided by the council.

To deliver an evolving support service whereby we encourage and support customer to access information online; adopting a digital first approach.

Understanding the customers' needs and signposting to relevant support services either inside or outside of the Council.

Giving information on Council Services where it's not available, escalating queries and requests for work to the relevant service area.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).