Customer Service Centre Advisor

About The Role

Working hours and contract type: 5 35 hours per week (permanent) 1 20 hours per week (temporary - 12 months)

Additional Information: Please clearly state in your personal statement whether you are applying for the full time or part time role

Closing Date: 13 April 2026
Closing time: 11.59pm
Interview Method: Face to Face
Legal Right to Work: Applicants must have existing right to work in the UK, as visa sponsorship is not available for this position.

Use of Artificial Intelligence (AI): Artificial Intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

This role is subject to 2 References - where possible we require 3 years' history.

We're looking for enthusiastic, people focused individuals who are passionate about helping residents, enjoy focused individuals who are passionate about helping residents, enjoy focused individuals who are passionate about helping residents, enjoy problem solving, and thrive in a busy solving, and thrive in a busy solving, and thrive in a busy customer service environment.

This is an office-based role, working Monday to Friday.

As an Advisor, you will be one of the key voices and contact points supporting residents across North Manchester. Your responsibilities will include:

• Helping customers via telephone, email and face to face
• Solving problems and answering queries
• Recording and managing incoming enquiries
• Signposting customers to appropriate specialist teams when required
• Providing high quality customer service at all times

About the Candidate

We believe you will excel in this role if you can demonstrate:

• A strong standard of written English
• Excellent communication skills and the ability to build rapport
• An understanding of the cultural and social needs of diverse communities
• Self motivation and strong time management skills
• Experience engaging with the public, either by phone or face to face
• Good working knowledge of Microsoft Office, particularly Excel
• The ability to follow processes accurately and fairly

Previous experience in a Contact Centre environment is preferred but not essential.

How to apply

Please apply using the online application form, and upload the following:

• An anonymised CV - please ensure your CV does not include personal identifying details, including in the name of the document
• A personal statement ( words) covering the following areas:
  Your Customer Service Experience
  Your Communication Skills
  Your Resilience in Difficult Situations
  Your Motivation for Applying for the Role
  Use these as section headings and provide clear, real examples that demonstrate your strengths.
  You will also need to show how you meet the essential criteria outlined in the person specification.

About Us

We're the local council for one of the UK's most vibrant and diverse cities. Working for Manchester isn't just a job - it's an opportunity to contribute to a city that leads change and transforms lives. Whether it's strengthening communities or driving innovation in public services, you'll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester is our vision for a fairer, greener, and healthier city - a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We 'own it' and we're not afraid to try new things
• We're proud and passionate about Manchester

Benefits we offer

• Generous holiday allowance - enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks.
• A buzzing pension - you'll be enrolled in the UK's largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
• Enhanced parental and carers leave - take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your newborn or support your family during critical life events.
• Brilliant perks - access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow - we are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member - we are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognise three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave - give back to the community with three days pro rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at Manchester City Council

At Manchester City Council, we're dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments - let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats - our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text to speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

Guaranteed Assessment Scheme

We guarantee assessments for applicants who meet the recruiting panels minimum shortlisting requirement for the role and identify with at least one of the criteria below:

• Members of the Armed Forces members or veterans
• Current or former care leavers
• Have a disability or long term condition

When You Join Us

We're a Disability Confident Employer, offering:

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability friendly.

For more information about the role or any adjustments, email .

What we will need from you if you're successful

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

Pre Employment Checks

If you are successful in securing a position with us, the pre employment checks required will depend on the role you've applied for, please see the top of the advert for details. These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.

Other relevant information

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we'll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

For more information about the role, please ensure that you read the role profile attached.

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