Job Description

Salary:

25,584 - 27,711

Directorate:

Corporate Services

Contract Type:

Permanent

Closing Date:

11 August 2025

All about the Role

This is an exciting opportunity to join our team of advisors in the Council's Contact Centre based in Peterborough.



The Council's Contact Centre is the single point of telephone and email contact for customer enquiries to Peterborough Council . The support provided by the Contact Centre is designed to deliver a consistent system of triage which has established routes to all council departments. Contact Centre is a high quality, direct service for the public providing advice, assistance and support in a range of council service enquiries.



We are seeking individuals who are flexible, team players who can remain calm under pressure and will thrive in a fast-paced working environment. You must have experience of dealing with members of the public over the telephone and will appreciate the confidential and sensitive nature of this post. You'll also need excellent listening and interpretation skills along with the ability to explain information clearly and above all courteously.



The main responsibilities will be to positively respond to a wide range of enquiries via telephone and email, including dealing with potentially complex internal and external issues. The Council will provide suitable systems, processes and training to support you in this role.

All about our Team

Working as part of the integrated front door providing an exceptional service to our local customers.

All about You

You are flexible in your ability to work the required hours which meet the needs of the service.



You are polite and approachable, with great problem solving skills



You have experience of dealing with customer queries politely and helpfully within customer care guidelines (A/I)



You have experience of working within a team.



You are capable of dealing with challenging and concerned customers.



You are experienced in the use of IT within an office environment.

All about our Benefits

We value our colleagues and have developed a number of benefits in addition to our generous annual leave starting at 25 days + bank holidays, sick pay and local government pension scheme...


Access to a range of benefits via Vivup, including in-store and online discounts as well as our Cycle to Work and Home & Electronics schemes Buy up to 10 days additional annual leave (pro-rata) Access to car lease scheme Take your bank holidays flexibly to better suit your personal circumstances Make Additional Voluntary Contributions (Shared Cost AVCs) to your pension with tax and National Insurance savings Access to development opportunities including apprenticeships to support your personal and professional growth Paid volunteering hours each year so you can make a positive impact on our community during your normal working day Access to our equality, diversity and inclusion network Opportunities to receive Employee Recognition Awards

All about our Commitments

We are proud to be an equal opportunities employer, dedicated to fostering diversity, advancing equity, and building an inclusive workplace for everyone. We welcome applications from individuals of all backgrounds and particularly encourage those from underrepresented groups, including disabled people, care leavers, and individuals from minority ethnic communities. Your unique perspectives and experiences are encouraged and valued and will play a vital role in our success.



We are committed to making our recruitment process as accessible as possible. If you are disabled and require any reasonable adjustments during the application or interview process, please contact pccrecruitment@peterborough.gov.uk we will work with you to meet your needs.

Job benefits

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Work / Life Balance

Home Working Allowance

Learning and Development

Professional Membership Support

Employee Wellbeing Programme

Employee Recognition Scheme

Long service recognition

Paid Volunteering Allowance

Generous Annual Leave

Option to Increase Holiday Allowance

Referral Programme

Family centric ethos

Attractive Pension Opportunities

Enhance Pension Options

Employee Discounts

Exclusive Discounts

Voluntary Health Cash Plan

Selected Paid Relocation Scheme

Discounted Parking in Peterborough