Customer Contact Advisor

Job Title: Customer Contact Adviser
Location of work: Town Hall (On Site) with some Hybrid working by arrangement with the Contact Manager
Salary:  £26,346 per annum pro rata
Basis: Fixed Term Contract for 9 months – 14 hours per week across two days

This appointment is temporary to cover long term sick absence.

About the Role
We have an exciting opportunity for a motivated Customer Contact Adviser to join our supportive, fun & friendly Customer Contact Team.

Our key responsibility is to deliver a high-quality contact service to residents, other Council customers and internal clients across the range of channels available and to provide a source of quality information.

Demonstrating that you are an innovative, supportive, positive, and a flexible person, you will be able to contribute towards our 5-year plan.

With full training provided, this is an excellent opportunity for you to progress your career in Customer Service

What will you do?
•    To act as the initial point of contact for enquiries covering a wide range of Council services, through all contact channels (telephone, face to face, email, social media and web).
•     Resolving enquiries and providing guidance to customers across all contact channels.
•     Deliver information in a succinct and confident manner.
•    Understanding the customers' needs, escalating where appropriate and undertaking any follow up administrative work or system input tasks.
•    Confidently handling administrative tasks such as updating our website content, answering email/social media enquiries

What will you need?
•    Proven experience in listening, extracting and assessing important information
•    Customer Service experience ideally in a call centre environment
•    Great verbal & written communication skills
•    Ability to answer a high volume of calls and process information
•    Ability to work well under pressure and multitask
•    A desire to improve your skills, knowledge and experience
•    Microsoft and Excel office skills

Staff Benefits
In exchange for your expertise, experience, and enthusiasm, we will offer you:
•    Support in continuing your personal development
•    Competitive contributions of 15% towards the LGPS pension scheme.
•    Access to a range of discounts including local and high street stores. 
•    Salary sacrifice schemes including a cycle lease scheme, and ‘Better’ leisure centre membership.
•    A generous annual leave entitlement.

Additional Information
For an informal discussion about the role, please email Lisa Apostolakis, Customer Contact Manager at
Lisa.apostolakis@reigate-banstead.gov.uk  and James Brindle, Customer Contact Team Leader at james.brindle@reigate-banstead.gov.uk 

We are proud to support the guaranteed interview schemes for those meeting the essential criteria for the role, under the Disability Confident employer scheme for disabled candidates, and the ‘Veteran’s scheme’ for ex-armed forces candidates.

Closing date: 27th January 2026 
Interviews: Tues, 3rd, Weds 4th & Thurs 5th February 2026

Values and Behaviours
Our great working environment and the values and behaviours of every individual and team in the Council, help to evolve the culture of our organisation to become more commercial, innovative, and embracing of change. Successful applicants to our career opportunities will be able to demonstrate they share the values and behaviours we seek in our organisation.

Local Government Reorganisation 
Reigate and Banstead Borough Council is part of the government’s plans for Local Government Reorganisation (LGR) scheduled to take place in April 2027. This means the current two-tier system, where services are split between Surrey County Council and district and borough councils like Reigate, will be replaced with two unitary councils made up of East and West Surrey, which will handle all local services. Reigate and Banstead Borough Council will form part of the new East Surrey unitary authority.  

Although this may lead to some uncertainty for anyone considering a role with us, this process will take some time and during that time we still need to provide services. When local government is reorganised, most staff will transfer to the new council(s) which may offer additional opportunities for career development and variety as part of a larger organisation.

Further information on LGR can be found here: Local Government Reorganisation (LGR) and Devolution | Reigate and Banstead