Customer Advisor

Rate of Pay: £13.26- £17.14 per hour

Summary

Plymouth City Council is seeking a customer-focused and proactive Customer Advisor to join the Libraries Team within the Digital and Customer Experience Service. The postholder will provide high-quality frontline customer service across multiple communication channels, including face-to-face, telephone, online, and written correspondence. The Customer Advisor will be responsible for providing information, guidance, and support to customers, processing applications, maintaining accurate records, handling financial transactions, and ensuring customer enquiries are resolved efficiently and professionally. The role requires excellent communication, administration, and ICT skills, together with a commitment to delivering an outstanding customer experience while complying with council policies, legislation, and information governance standards.

Responsibilities

• Deliver an excellent customer-focused service through face-to-face, telephone, online, and written communication.
• Book appointments and explain application processes, documentation requirements, and service procedures.
• Prepare and issue documents, correspondence, certificates, and other service-related documentation within agreed timescales.
• Ensure all customer information is processed securely and confidentially in accordance with data protection legislation.
• Process customer payments, card transactions, cash handling, and other financial activities securely and accurately.
• Promote council and library services through displays, promotional materials, community engagement, and customer communications.
• Signpost customers to appropriate internal departments and external support services.

Qualifications

• GCSE Grade 4/C or above (or equivalent) in English and Mathematics, or equivalent relevant work experience.
• Experience communicating effectively with customers in person, by telephone, online, and in writing.
• Understanding of customer service principles and administrative processes.
• Knowledge of data protection, confidentiality, and information governance requirements.
• Basic understanding of council services and customer support processes.

Availability

You should be available to work immediately or at short notice.

You should have the right to work in the U.K.

Equal Opportunity

We are committed to equality in the workplace and are an equal opportunity employer.