CFRT Advisor Customer Contact
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Position Overview & Specifications
Lewes District and Eastbourne Borough Councils
Service Area: Service Delivery
Base: Lewes and/or Eastbourne Office, with Home Working
Title: Customer First Resolution Team Advisor (Customer Contact)
Grade: Band C
Salary: £22,361 to £23,612 a year
Hours: 37 hours a week
Contract: Permanent
Are you passionate about using your skills and expertise to deliver great customer service?
Our Customer Contact team provides the highest level of customer support for a wide range of council services via telephone, email, online, social media and face to face. As a Customer Advisor you will be the first point of contact for customers of the Council and will be a member of a fast paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next step and helping customers to get the help and support they need without having to tell their story again and again.
In this demanding role you will be a team player with good communication skills, personal resilience, and experience of working within a fast-paced customer service environment dealing with complex or sensitive enquiries. You will be confident in retrieving and interpreting information from computerised databases, dealing with customer enquiries over the telephone, email and face to face. Experience of using social media to respond to customers is desirable, but not essential.
The successful candidate will either be based at Southover House, Southover Road, Lewes, BN7 1AB or at our Eastbourne office in Grove Road; however you may be required to travel to either location depending on demand and working from home where operationally required or permitted.
The closing date for applications is Monday, 22nd May 2023 at 12 noon, with interviews being held over Microsoft Teams from week commencing 29th May 2023.
Job Types: Full-time, Permanent
Salary: £22,361.00-£23,612.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Flexitime
- Wellness programme
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Work Location: Hybrid remote in EASTBOURNE
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for CFRT Advisor Customer Contact roles across Eastbourne Borough Council's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £22,361 - £23,612 bracket, including retirement vesting and health parity.
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