Customer Service Advisor - Hampshire County Council

Permanent / 40 hours per week (Monday – Friday)

Salary: Up to £22,000 (subject to knowledge and experience)

Location: Based at Winchester – free parking on site

Reporting to: Office Manager

We are looking for a hardworking, friendly person who cares about delivering great service and support to our clients to join our small, dedicated team based at our office in Winchester. The successful candidate will be responsible for coordination and management of customer service requests and acting as first line support for clients. This is a busy telephone-based role so we are looking for someone who can respond quickly, confidently, and professionally to enquiries while at the same time delivering great customer service

A typical day involves:
• Taking phone and email enquiries from our clients, external contractors, and engineers.
• Logging their service requests and following up on outstanding works.
• Supporting our team of engineers with raising purchase orders, ordering parts and materials
• Liaising with external contractors about new and outstanding works.
• Updating client portals

Key responsibilities will Include
(but not limited to):

• Answering inbound calls and creating reactive tasks on the CAFM system
• Signing off and filing completed worksheets for reactive tasks
• Raising purchase orders for materials and subcontractors
• Updating client CAFM systems with work updates for in house and sub-contracted works as required to produce client monthly reports
• Liaising with external contractors to attend site and obtaining updates on reactive tasks
• Liaising with contract managers and engineers in relation to reactive tasks
• Assisting with other work activities when required and provide team cover during holidays/sickness
• Any other tasks, within capabilities, as instructed by line manager

Knowledge, Experience and Skills:

• Confident and professional telephone manner
• Excellent listening and questioning skills
• Excellent written and verbal communication skills
• IT literate – must be confident in all Microsoft Office Packages have experience of working on bespoke CAFM systems
• Ability to work as part of a small team
• Previous experience working on customer service helpdesk /call centre dealing with high call volumes


• Basic salary £22,000 (subject to knowledge and experience)
• Company pension
• 23 days holiday plus bank holidays
• Employee Assistance Programme