Contact Centre Adviser

Job Details: Job Reference: HCC625355 Salary Range: £26,018 - £27,111 pro-rata per annum (actual salary £13,008 - £13,555 per annum) Work Location: Havant Plaza, Havant (Hybrid Working) Hours per week: 18.5 Contract Type: Permanent Closing Date: 29 November 2026 Interview Date: w/c 7 December 2026 The Role: As a Contact Centre Adviser in the Children's Enquiry Team, you'll be the first point of contact for families, young people, professionals and partner agencies seeking support from Children's Services and School Admissions. Responding to enquiries by phone and email, you'll provide information, guidance and signposting to help customers access the right support at the right time, while maintaining accurate records and delivering excellent customer service in a busy environment. You'll join a close-knit, supportive team that values professionalism, kindness and collaboration. The role offers varied and meaningful work, with opportunities to make a positive difference to the lives of children, young people and families across Hampshire. You'll be part of an empowering workplace where teamwork, personal development and continuous growth are encouraged, helping you build your skills and thrive in your career. What you’ll be doing: Be the first point of contact for Children’s Services and School Admissions enquiries via telephone and email. Provide clear, accurate information and support customers in accessing the right services. Manage customer records and maintain accurate information across multiple systems. Work with colleagues to resolve enquiries quickly and efficiently. Deliver a professional, empathetic and customer-focused service at all times. What we’re looking for: Excellent communication and customer service skills A calm, empathetic approach when handling sensitive or complex enquiries. Strong IT skills and confidence using multiple systems simultaneously. A team player who is proactive, reliable, and adaptable. Take a look at our Candidate Pack for more information about the Contact Centre Adviser role, team and our values. The section ‘About you’ explains what specific knowledge, skills and experience we want you to tell us about. Make sure you explain how you meet these requirements and demonstrate our values, in your application. Why join us? Hampshire County Council is recognised nationally as one of the highest performing local authorities in the UK. A modern, forward-looking local authority, it offers a pleasant, supportive, and collaborative working environment. Join a supportive and collaborative team committed to professional development, high-quality practice and continuous learning. Access to Health Assured's comprehensive Employee Assistance Programme to support your physical and mental wellbeing, including 24/7 telephone support, a suite of online resources, and legal and financial advice. Competitive benefits package, including generous annual leave entitlement, occupational sick pay, and access to the Local Government Pension Scheme. Find more information here . Working Pattern: Monday 9am - 2pm, Tuesday Non-working Day, Wednesday 12:30pm – 5pm, Thursday 1pm - 5pm, Friday 9am - 2pm Applicants can expect to hear from us within two weeks of the advertised closing date. Please note: We are unable to offer sponsorship for this role and therefore it is essential that you already have the right to work in the UK. Other roles you may be looking for: Children's Services Enquiry Adviser, Children and Families Adviser, Customer Contact Adviser, Enquiry and Information Officer, Family Information Adviser, Advice and Guidance Adviser, Information, Advice and Support Adviser Additional Information: Contact Centre Adviser Candidate Pack Vetting Requirements: The post is subject to a Criminal Records 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: For general enquiries, please contact care.careers@hants.gov.uk For an informal chat about the role, please contact Tracey Williams, Team Manager on tracey.williams2@hants.gov.uk or 0300 5551384 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 all 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.