Job Description

Job description
The Customer Fulfilment Centre (CFC) Advisor is a crucial service delivery role in the Customer Fulfilment Centre which assists by providing high performing, effective and consistent services to residents, businesses and partners.



We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

About the role

Your role will be varied, and you will deal with a range of enquiries face to face, over the telephone, by email and text messaging.



You will be required to:


Provide excellent customer service by giving accurate and up to date advice Understand the needs of customers and handling difficult situations in a sensitive way Use several systems to input and extract information, so experience of using a variety of computer packages is desirable

About you

You must have experience of working in a Call Centre environment and working as part of a team to provide the best possible customer service. You will have good communication skills and have the ability to deal with a broad range of customer enquiries. You will have a high degree of self-motivation and initiative and fit comfortably in a fast-paced and busy Customer Fulfilment Centre. Experience of using a variety of computer packages in order to extract and input customer and other information

You'll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you'll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.



Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team

- work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do

Drive Efficiency

- show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential

Be Ambitious

- be demanding of our own performance - striving to be even better - and be prepared to engage with and challenge leaders in a constructive and positive way

Make a Difference to Reading

- maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed

Our offer

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you'll get a great feel for that working in our friendly and collaborative environment.



A competitive salary alongside a range of benefits including:


Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 33 days after 10 years' service, with the option to buy additional leave A wide range of flexible working opportunities Modern working environment at the Civic Offices in the heart of Reading Local Government Pension Scheme(LGPS) On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted, and a salary sacrifice scheme to help lower the cost of your nursery fees Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

For more information on this position please contact Ben Shiell, Customer Fulfilment Centre Group Leader at Ben.Shiell@reading.gov.uk

Closing Date:

Sunday 6th November 2025

Interview Date:

To be confirmed