Customer Service Advisor – Customer Experience Service – #OR100584

Job Description

An exciting opportunity has arisen for a Customer Service Advisor to join Liverpool City Council’s Customer Experience Service, based at the iconic Cunard Building on the Pier Head waterfront. This is a varied and rewarding role at the heart of the Council’s commitment to delivering excellent public services to the residents and communities of Liverpool.

Working within the Strategy & Change Directorate, you will be the first point of contact for a wide range of customer enquiries, providing quality information, advice, and guidance across council services. You will resolve issues at the initial point of contact wherever possible, signpost customers to appropriate support, and champion digital self-service channels to help residents access services online.

Key responsibilities include handling enquiries across multiple contact channels in an omnichannel environment, demonstrating empathy and professionalism in every interaction, supporting customers with digital access, maintaining accurate and timely data records, and contributing to continuous improvement through customer feedback. The role operates across office hours of 8am to 6pm, Monday to Friday (excluding bank holidays), on a rate of £14.93–£19.34 per hour.

Candidates must have experience in a contact centre or customer-facing environment, be comfortable working across multiple ICT systems, and possess excellent verbal and written communication skills. A qualification or training at Digital Assist officer level is essential. A Basic DBS and BPSS check will be required.

Desirable attributes include knowledge of Liverpool as a city, familiarity with the Care Act 2014 wellbeing principles, and experience working to challenging performance targets.

If you are a motivated, customer-focused individual ready to make a difference for Liverpool’s communities, apply today.

What’s on offer:

* Excellent, competitive pay rates – paid weekly
* Supportive management team with approachable, experienced leaders
* A desirable location with great transport links
* A stable, well-resourced, and encouraging working environment

Why join Semester.co.uk?

* Free ongoing CPD and training opportunities to enhance your skills
* Competitive rates of pay with prompt, reliable payments through our in-house payroll
* Enhanced DBS processing included
* Dedicated, friendly consultant offering tailored support
* Access to a wide range of opportunities in your chosen location

Ready to take the next step? Click ‘Apply’ now to express your interest in this role, or explore other exciting opportunities with Semester.co.uk.