Contact Centre Adviser

Hampshire County Council; Fareham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A local authority in Fareham is seeking a Contact Centre Adviser to support families and professionals as the first point of contact for Children's Services. This role requires strong IT and communication skills, the ability to manage customer inquiries effectively, and a calm, empathetic approach to challenges. Candidates should have a commitment to continuous learning and hold at least a Grade C in Maths and English. The position offers a hybrid working model and the opportunity to make a real difference in the community.

Benefits

Holiday entitlement

Pension scheme

Flexi-time scheme

Family friendly policies

Interest-free travel loans and discounts

Qualifications

• Strong IT skills and confidence using multiple systems.
• Excellent communication and customer service skills.
• A calm, empathetic approach to sensitive and sometimes challenging enquiries.

Responsibilities

• Handle customer enquiries via email and telephone.
• Provide clear, consistent, and accurate advice.
• Support customers in accessing the right services.

Skills

Strong IT skills

Excellent communication skills

Customer service skills

Calm, empathetic approach

Team player

Education

Grade C/4 or above for Maths/English, or equivalent

Job description

Salary Range: £25,186 - £26,244 per annum

Work Location: Parkway, Fareham (Hybrid Working) - Relocating to Havant in March 2026

Contract Type: Permanent

Closing Date: 23 January 2026

Interview Date: 30 January 2026

An exciting opportunity has arisen to join our Children’s Enquiry team at Hampshire County Council.

Are you looking for a challenging and diverse role working as part of a friendly and supportive team, with an opportunity to make a real difference?

The Policy and Reward Team plays an important role in helping our managers to manage their staffκου through our written and published guidance. Our policies and guidance enable managers to perform their role effectively and the team plays a key role in pay related processes, for example pay awards, role evaluations, payments and market supplements.

The Role:

We’re looking for a motivated and compassionate individual to become a Contact Centre Adviser, supporting families and professionals by being the first point of contact for Children’s Services and School Admissions.

What you’ll do:

As a Contact Centre Adviser, you’ll handle customer enquiries via email and telephone, ensuring every interaction is professional, empathetic, and helpful. You’ll:

• Respond to all customer contact in line with agreed targets.
• Provide clear, consistent, and accurate advice.
• Support customers in accessing the right services.
• Refer specialist queries to the appropriate teams.
• Maintain accurate records across multiple systemsbereit.
• Promote self-service options to improve the customer journey.
• Work collaboratively with colleagues to ensure first‑time resolution.
• Uphold our values around equality, diversity, and excellent service.

What we’re looking for:

• Strong IT skills and confidence using multiple systems.
• Excellent communication and customer service skills.
• A calm, empathetic approach to sensitive and sometimes challenging enquiries.
• A team player who is proactive, reliable, and adaptable.
• A commitment to continuous learning and improvement.
• Grade C/4 or above for Maths/English, or equivalent.

You’ll be part of a close‑knit, supportive team that values professionalism, kindness, and collaboration. The work is varied and meaningful, and you’ll have the chance to make a real difference in people’s lives.

Our benefits package includes holiday entitlement sympathique, pension scheme, flexi‑time scheme, family friendly policies and interest‑free travel loans and discounts. We offer a flexible, motivating and inclusive workplace. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace circuit built on teamwork where people can grow and develop in their roles.

If you think you have what it takes to make a real difference in Hampshire, get in touch!

Hampshire County Council is recognised nationally as one of the highest Troll performing local authorities in the UK. A modern, forward‑looking local authority, it offers a pleasant, supportive, and collaborative working environment.

Hampshire County Council is also a flexible employer interested in making the most of your skills and offers a great work life balance.

This post is subject to a Basic Disclosure Check. As such, please note that under safer recruitment requirements for Children’s Services, references will be requested prior to interview.

Contact Details for an Informal Discussion:

Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that our recruitment and selection practices reflect this commitment.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.

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