Customer Advisor

Llyw; Pwllheli; On-site; GBP 22,000 - 28,000; Full time

Job summary

A regional council in Pwllheli is seeking an enthusiastic individual for a position in the Customer Contact team. This role involves providing information and advice across several Council services, requiring strong communication skills in both Welsh and English. Candidates must demonstrate a good balance of skills including interpersonal, time management, and problem-solving. Additionally, administrative experience is critical, alongside a current driving license. The position offers a comprehensive employment package in a bilingual working environment.

Qualifications

• Extensive experience of administrative work either within or outside the Council.
• Current driving license is required.
• Ability to liaise with internal and external stakeholders.

Responsibilities

• Provide information and advice on a broad range of Council Services.
• Handle customer enquiries both face-to-face and electronically.
• Receive notices of marriages and process applications for certificates.

Skills

Excellent communication skills

Interpersonal skills

Problem solving abilities

Time-management skills

Education

Educated to O or A level standard or equivalent

Educated to a higher level

Job description

This role entails a period of training in Caernarfon and Penrhyndeudraeth after which the role will be based in Pwllheli. Gwynedd Council offers an attractive employment package, for more information please click on thisInformation PackGwynedd Council operates internally through the medium of Welsh, and offers all its services bilingually. The applicant will be required to reach the linguistic level noted as one of the essential skills in the Person Specification. We encourage everyone who applies for a job with Gwynedd Council to submit job applications in Welsh or bilingually. (Applications submitted in English only or Welsh only will always be treated equally, but we ask applicants to consider carefully what the linguistic requirements of the job in question are and if it would be more appropriate to submit an application in Welsh.) For further information about this post please contact Charlotte Williams on 01286 679654 or [e-mail]. Interview date to be confirmed. Application forms and further details available from Support Service, Gwynedd Council, Council Offices, Caernarfon,Callback 01286 679076. E-mail: [e-mail]. CLOSING DATE: 10:00 AM,10/12/2025. If you are successful to be short listed for an interview you will be contacted by E-MAIL using the address provided on your application form. You need to ensure that you check your email regularly.

Person Specification

Personal attributes

• A positive attitude to change
• Work to a tight schedule and multi task
• Energetic, enthusiastic and determined
• Neat handwriting
• Current driving license

Desirable

• Qualifications and relevant training
• Experience of working in the Registration Service
• Experience of dealing with the public
• Knowledge of Registration issues
• Experience of conducting public ceremonies
• Experience of working under a regulatory framework and of interpreting regulations as necessary
• Experience of dealing with complaints, conflicts and difficult or sensitive enquiries
• Experience of handling cash, (receiving from public, banking and accounting)

Essential

• Educated to O or A level standard or equivalent or a strong вз Administrative background
• Educated to a higher level
• Extensive experience of administrative work either within or outside the Council
• First class communication skills, both written and oral
• Energy, enthusiasm, dedication and perseverance
• Able to use and interpret information correctly
• Able to identify requirements from a customer’s perspective
• Able to generate co-operation and the trust of colleagues
• The ability to be a team player, support and encourage colleagues
• Has good interpersonal skills
• The ability to adapt to new situations, accepting change
• Shows attention to detail and commitment to quality of service
• Is assertive, polite, diplomatic, respectful and sympathetic
• Is flexible
• Has good muamua attendance and punctuality record
• Has multi‑tasking, time‑management, prioritization skills
• Presents a positive image to the customer
• Has problem solving abilities
• Has a sense of humour
• Is smart at all times
• The ability to liaise with internal and external stakeholders
• Excellent communication skills (written and verbal)
• Strong computer skills
• Planning, organisation and co‑ordination skills
• Ability to organise one’s time and prioritise work

Language requirements

• Listening and Speaking - Higher Level: Able to ngu conversation through Welsh and EnglishBuddy yet keep context
• Reading and Understanding - Higher Level: Understand formal and informal Welsh and English, gather information from various sources
• Writing – Foundation Level: Complete simple forms and compose a short e‑mail through Welsh and English using familiar phrases.

Job Description

• Purpose of the post
• Ensure that the people of Gwynedd are bà il at the centre of everything we do.
• We are looking for an enthusiastic and proactive person to join our Customer Contact team, to provide information and advice on a broad range of Council Services to our customers, by using multi‑channel support systems and ensuring that the people of Gwynedd are central to everything we do.
• As well as the above, the post holder will undertake some of the duties of the Registration Service in the fields of Births, Deaths, Stillbirths and associated duties. Receive notices of marriages / civil partnerships and process applications for certificates accurately and effectively and collect the appropriate fees.
• Responsibility for functions
• Cash
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• LEVEL 1 - dealing with general reception enquiries, switchboard enquiries and creating recycling centre appointments.
• Deal with internal and external customers, face to face (reception enquiries), over the phone (switchboard calls and creating appointments in our CRM system), electronically or through any other source that is used within our Customer Contact Centres.
• Move from one field of work to another regularly and prioritise customer enquiries promptly and accurately (e.g. dealing with phone calls and proceeding immediately to deal with a reception enquiry at the same time, or complete administrative work and proceed immediately to deal with a customer, regularly during the day).
• Provide a high quality customer service by dealing with correspondence, telephone enquiries and people who drop‑ escrow as appropriate.
• Responsible for receiving customer forms and personal documents, making photocopies, scanning and checking documents as required for the customer’s request.
• Refer customers to other departments or agencies when appropriate.
• Receive feedback from customers.
• Provide support for customers who make enquiries / request services over the internet.
• Implement the procedure of interviewing passport applicants by dealing with e‑mails/fax messages from the Passport Service.
• Welcome passport appointment applicants, prepare the room for interviews and link the video‑call.
• Contact the Passport Service prior to and following the interviews, following the Home Office’s security arrangements.
• Receive parcels and letters that arrive separately to Royal Mail and record them and arrange for them to be collected by the relevant services.
• Hand‑out and receive keys associated with Council buildings for maintenance work purposes, etc. Sign and retain documents following maintenance work煽息
• Ensure customers follow the workplace Health and Safety rules, Fire policy and that they sign in and out of the building as expected.
• LEVEL 2
• Carry out level cage etc…
• LEVEL 3
• Carry out level 1 and 2 duties as well as:
• -ret. etc can create duplication.
• LEVEL 5
• Carry out levels 1 to 3 duties as well as ...
• Special circumstances
• Occasionally the post holder will be required to attend meetings outside normal working hours and to operate as part of a team responding to civil emergencies in accordance with the Council’s emergency plan.
• As the Theorie The ....