Job Description

To work as part of a multi-functional integrated team, making and receiving enquiries by telephone, e-mail, face to face, social media and other contact methods, primarily based at the Council's Contact Centre in Winsford, Cheshire unless required to cover other face to face locations. Taking appropriate action to provide an efficient and effective customer experience and act as an intermediary between the customer and service areas. Acting as the first point of contact for customer enquiries across all contact channels including (but not exclusively) telephony, email, forms, webchat, SMS.

Organisation

Cheshire West and Chester Council

Location

Winsford

Job Category

Customer Services

Grade

CWAC NJC - Grade 4

Salary Min

25,185 per annum

Salary Max

25,989 per annum

Hours per week

37

Weeks per year

52.143

Employment Type

Permanent

Closing Date

25/01/2026

Ref No

W4328

Documents

Cheshire West and Chester Council is a place where everyone can Thrive - through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money and Empowerment.



The position will be responsible primarily (but not exclusively) for handling incoming contacts from tenants who reside in the council's social housing stock with a long-term view to train and deliver other existing services. To ensure residents are able to access Council services and provide information to residents and also, when required, covering face to face locations. We are looking for individuals that will be part of a friendly team that is focussed on providing fantastic service and proving added value to the local community.



You must have excellent communication skills with the ability to effectively engage with customers and colleagues (internal and external. Have experience of working in a Contact Centre or face to face environment with the experience of multi-channel contacts. You must have great attention to detail, time management and be flexible.



For more information please contact Rachel Webb at rachel.webb@cheshirewestandchester.gov.uk



To find out more information about what it is like to work for Cheshire West and Chester Council including our rewards and benefits please see www.cwcrecruitment.co.uk



No candidate will meet every single requirement - if your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!



Cheshire West and Chester Council are committed to equality and diversity in employment. Please see the Equality Policy for more information.



Cheshire West and Chester Council have adopted a Local Living Wage for our employees which means that all employees will receive a minimum of 12.60 per hour for all contracted hours.



For any technical enquiries please email Sourcingteam@ecwip.co.uk and quote job reference number in all correspondence.