Job Description

Reference:
25-30172
Job title:
Customer Advisor Customer Contact
Directorate:
Corporate Services
Service:
Customer Contact and Registration
Closing date:
26/01/2026 10:00
Job type/Hours:
Temporary year | 23 Hour
Salary:
16,412 - 17,493 a year
Pay Scale:
GS4
Location(s):
Siop Gwynedd Caernarfon

Gwynedd Council offers an attractive employment package, for more information please click on this

Information Pack

Gwynedd Council operates internally through the medium of Welsh, and offers all its services bilingually. The applicant will be required to reach the linguistic level noted as one of the essential skills in the Person Specification.


We encourage everyone who applies for a job with Gwynedd Council to submit job applications in Welsh or bilingually.


(Applications submitted in English only or Welsh only will always be treated equally, but we ask applicants to consider carefully what the linguistic requirements of the job in question is and if it would be more appropriate to submit an application in Welsh.)


For further information about this post please contact Charlotte Williams on 01286 679654 or by email: charlotteelysewilliams@gwynedd.llyw.cymru


Application forms and further details available from Support Service, Gwynedd Council, Council Offices, Caernarfon, LL55 1SH


Tel: 01286 679076


E-Mail: Swyddi@gwynedd.llyw.cymru

CLOSING DATE: 10:00 AM, 26/01/2026

Following a period of training at Galw Gwynedd, Penrhyndeudraeth, the position will be based at Siop Gwynedd Caernarfon. During the training period, the salary will be at GS3 scale, increasing to GS4 scale following training.

If you are successful to be short listed for an interview you will be contacted by E-MAIL using the address provided on your application form. You need to ensure that you check your email regularly.

Personal attributes

#

Essential

First class communication skills, both written and oral


Energy, enthusiasm, dedication and perseverance


Able to use and interpret information correctly


Able to identify requirements from a customer's perspective


Able to generate co-operation and the trust of colleagues


The ability to be a team player, support and encourage colleagues


Has good interpersonal skills


The ability to adapt to new situations, accepting change


Shows attention to detail and commitment to quality of service


Is assertive, polite, diplomatic, respectful and sympathetic


Is flexible


Has good attendance and punctuality record


The ability to learn from experience


Has multi-tasking, time-management, prioritization skills


Presents a positive image to the customer


Has problem solving abilities


Has a sense of humour


Is smart at all times


The ability to liaise with internal and external stakeholders

#

Desirable

Qualifications and relevant training

#

Essential

Strong educational background

#

Desirable

Educated to a higher level.

Relevant experience

#

Essential

#

Desirable

Experience of delivering customer care services


Experience of establishing and delivering new services


Experience of working in front-line services


Experience of providing clerical and administrative support


Experience of collecting, organising and managing information


Experience of dealing with customers enquiries


Experience of dealing with complaints, conflicts and difficult or sensitive enquiries

Skills and specialist knowledge

#

Essential

An awareness of the opportunities technology offers to improve the provision of services.


Computer literate


Numerate and literate


Able to initiate and support service improvements


Able to learn and apply new and innovative ways of working


Able to provide specialist information and advice in a clear and concise manner


Able to respond to situations and enquiries quickly and demonstrate flexibility


Willing to take responsibility for the quality of service provided


Able and willing to work to agreed standards


Able and willing to work alone and under pressure


Is a good listener


Able to use computer whilst talking to a customer


Able to use office systems; service-specific applications; intra/internet


Has excellent keyboard skills

#

Desirable

Able to use other relevant technologies


Has excellent administrative/organizational skills


Able to extract information from manual and computerized systems

Language requirements

#

Listening and Speaking - Higher

Able to follow a conversation or discussion through the medium of Welsh and English on a professional level and discuss general day to day topics in the field in order to present information and express opinions.Able to give a pre-prepared presentation and respond to any comments and questions on it in Welsh or English.

#

Reading and Understanding - Higher

Able to understand standard written Welsh and English; both formal and informal.Able to gather information from various sources such as letters, reports, articles through the medium of Welsh and English in order to fulfil the post.

#

Writing - Foundation

Able to complete simple forms and compose a letter or short e-mail through the medium of Welsh and English by using a number of familiar phrases in order to convey a simple message.

Purpose of the post

Ensure that the people of Gwynedd are at the centre of everything we do. We are looking for an enthusiastic and proactive person to join our Customer Contact team, to provide information and advice on a broad range of Council Services to our customers, by using multi-channel support systems and ensuring that the people of Gwynedd are central to everything we do.

Responsibility for functions

-

Main duties

LEVEL 1 - dealing with general reception enquiries, switchboard enquiries and creating recycling centre appointments.

Deal with internal and external customers, face to face (reception enquiries), over the phone (switchboard calls and creating appointments in our CRM system), electronically or through any other source that is used within our Customer Contact Centres. Move from one field of work to another regularly and prioritise customer enquiries promptly and accurately (e.g. dealing with phone calls and proceeding immediately to deal with a reception enquiry at the same time, or complete administrative work and proceed immediately to deal with a customer, regularly during the day). Provide a high quality customer service by dealing with correspondence, telephone enquiries and people who drop-in, as appropriate. Responsible for receiving customer forms and personal documents, making photocopies, scanning and checking documents as required for the customer's request. Refer customers to other departments or agencies when appropriate. Receive feedback from customers. Provide support for customers who make enquiries / request services over the internet. Implement the procedure of interviewing passport applicants by dealing with e-mails/fax from the Passport Service. Welcome passport appointment applicants, prepare the room for interviews and link the video-call. Contact the Passport Service prior to and following the interviews, following the Home Office's security arrangements. Receive parcels and letters that arrive separately to Royal Mail and record them and arrange for them to be collected by the relevant services. Hand-out and receive keys associated with Council buildings for maintenance work purposes, etc. Sign and retain documents following maintenance work on behalf of the Property Unit. Ensure that customers follow the workplace Health and Safety rules, Fire policy and that they sign in and out of the building as expected. LEVEL 2 Carry out level 1 duties as well as: Receive payments from customers face-to-face (receive cash and process card payments), over the phone (process card payments), advise customers on how to complete on-line payments. Follow the council's procedures on how to deal with money and ensure compliance with banking arrangements. Deal with and resolve customer enquiries by giving advice on the following processes: planning processes, highways and municipal enquiries, parking, elections, pest control, 16+ passes, registration of births, deaths, ceremonies and blue badge applications. Use a number of the Council's computer systems in order to deal with customer enquiries, create appointments for customers as needed. Deal with the complaints / concerns of customers and bring complaints or complex enquiries to the attention of relevant officers within the relevant Services. Support new staff by sharing experiences, assisting, shadowing and developing their skills in our work fields. LEVEL 3 Carry out level 1 and 2 duties as well as: Act as a "front door" for the Council Tax / Benefits Service by dealing face-to-face with customer enquiries in these fields. Receive training by the training officer in the Taxation/Benefits Service in order to achieve the responsibilities of the post Compliance with the content of the service level agreement. Provide advice and information about the rights of the customer in the fields of Council Tax / Benefits and refer complex enquiries (which are likely to take more than half an hour to resolve), forward to specialist officers within the Taxation/Benefits Service. Fulfil any other duties corresponding to the scale of the post. Responsible for self-development. Ensure compliance with Health and Safety regulations in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council's Health and Safety Policy. Operate within the Council's equal opportunities and equality policies. Be responsible for managing information in accordance with the Council's information management standards and guidelines. Ensure that personal information is treated in accordance with Data Protection legislation. Commitment to reducing the Council's carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council's carbon footprint. Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job. Responsible for reporting any concern or suspicion that a child or vulnerable adult is being abused.

Special circumstances

Occasionally the post holder will be required to attend meetings outside normal working hours and to operate as part of a team responding to civil emergencies in accordance with the Council's emergency plan. As the Council reconsiders extending service hours, this could affect the working hours of this post. * The post-holder will need to possess a full driving licence and a car and to work in other locations within the County occasionally.