Customer Operations Adviser – Customer Operations and Transformation – #OR100626

Job Description

Elmbridge Borough Council is seeking a Customer Operations Adviser to join its Customer Operations and Transformation team, based at the Civic Centre on High Street, Esher, Surrey (KT10 9SD). This is a full-time role working 36 hours per week, paying between £16.56 and £21.50 per hour, with a start date of 18 May 2026.

At the heart of this role is a commitment to placing customers first. You will deliver high-quality customer service across all communication channels, aiming to resolve enquiries at the first point of contact wherever possible. Your work will span a broad range of administrative processing tasks, from straightforward decision-making through to complex processes with financial and legislative implications. You will also play an important role in supporting vulnerable customers, ensuring they receive appropriate guidance and assistance.

Key responsibilities include processing benefits claims accurately and within required timescales, maximising income collection in line with council targets and relevant legislation, maintaining accurate records across council systems, and liaising constructively with internal and external service partners. You will actively encourage customers to access services through the most efficient channels and contribute to continuous service improvement.

The ideal candidate will have experience of telephone-based customer service in a fast-paced environment, sound financial knowledge, and strong administrative processing skills. You will need to demonstrate excellent communication, effective problem-solving ability, and the capacity to work on your own initiative as well as collaboratively within a team. A GCSE-level education (or equivalent) is essential; a customer service qualification is desirable. A basic DBS check is required for this post.

Elmbridge Borough Council offers a talent development programme including regular one-to-ones, mid-year and end-of-year reviews, and a varied learning and development offer. If you thrive in a customer-focused environment and want to make a real difference for residents, we would love to hear from you.

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.