Job Description

customer services advisor Job description
An exciting opportunity has arisen to join our diverse and friendly Customer Services Out of Hours team. Customer Services is at the heart of Sheffield City Council's interface with citizens and we are looking for enthusiastic individuals who are committed to providing an excellent customer-focussed service for the people of Sheffield.
Customer Services deals with a wide variety of council enquiries over the telephone, face to face or online. This recruitment is specifically for Customer Service Advisors to handle calls in our Contact Centre.
You need to be able to respond effectively, efficiently and in a timely manner, to a wide range of customer enquiries and this involves working closely with other teams within the Council and our partners.
You must have excellent written and verbal communication and listening skills and a good level of numeracy. A customer focussed approach to your work is essential.
As you will be required as a regular and intrinsic part of your role, to speak to members of the public in English, you must be able to converse at ease with customers and provide advice in accurate spoken English.
Previous experience of working in a Contact Centre is preferred, but not essential. You may be required to work from various city centre sites to meet the needs of the service.
Our Out of Hours service is operational between the hours of 5pm through to 8am the following morning Monday to Friday, and 24 hours per day at the weekend. The Out of Hours service also covers Bank Holidays. You will be dealing with a variety of calls from some of our most vulnerable customers, working alongside our Adults and Childrens Social Workers, as well as dealing with homeless callers and emergency repairs.
The positions are permanent, the council has generous holiday entitlement, and the starting salary is 25,583 per year for a full-time post, plus enhancements to pay for unsociable hours.
A full-time member of staff receives a minimum of 25 days annual leave per year (rising to 30 days after 5 years' service with the Council). Part-time leave is worked out pro-rata based on this.
We welcome application forms from candidates interested in working the following shift:
Monday - Friday 17:00-22:30 = 27.5 hours per week
We encourage informal enquiries. For more information, please email
We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.
It is a great time to join us and we welcome your application.
Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form.
We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.
Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our

Skills Required