Customer Services Information Guide Swindon Borough Council

We are offering an exciting opportunity for a Customer Services Information Guide to join our modernised Customer Service Team. As a Customer Services professional, you'll excel in assisting customers by processing and resolving issues.

Support the residents of Swindon to access the many services provided by the council. To deliver an evolving support service whereby we encourage and support customer to access information online; adopting a digital first approach.

Understanding the customers’ needs and signposting to relevant support services either inside or outside of the Council. Giving information on Council Services where it’s not available, escalating queries and requests for work to the relevant service area.

Key responsibilities include:

To answer calls from customers, using our Call Centre technologies.

To answer emails from customers using digital email technology.

To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer’s needs.

To maintain customer service standards by answering customer’s telephone calls and emails, being courteous, welcoming and professional at all times.

Once the customers’ needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to using their own where possible in the future.

Where the customer is unable to self-serve even with your support, you will provide a clear and concise response to enquiries and ensure all information given is correct and accurate in response to the customer enquiry.

Participate in the training, development and digital skills to help your team deliver the excellence our customers expect.

Looking and suggesting ways for continuous Improvements

To refer unresolved actions to the Senior, Team Leader, or other areas.

To adhere to the Data Protection Act.

    Must haves:

    Enthusiasm, proactivity and positivity.

    Previous customer services experience, preferably in a contact centre environment

    Exemplary customer service skills

    Role mode positive behaviors

    Excellent listening skills

    Ability to communicate effectively in a team

    Ability to work in a fast passed environment

    Ability to multi task

    Good keyboard skills and the ability to work under own initiative within a pressured team based environment.

      Candidates must be fluent in the English language (as a requirement of Part 7 of the Immigration Act – for the effective performance of a customer-facing role).

      As a Swindon Borough Council employee you will experience the benefits of working within a forward thinking and innovative Council which is proud to deliver modern, efficient, effective services whilst providing residents with an excellent customer experience at all times.

      We offer you great onsite facilities, such as an on-site café and free parking, we also have a team focused on creating an enjoyable working environment and organising regular social events.

      We are currently working remotely and flexible working arrangements are available.

      This vacancy is open to job share/part time working.

      Previous applicants need not apply.

      If you are experiencing technical issues submitting your application please email

      Interested  - apply on company site

      Application closing date: 09th May 21