Contact Centre Advisor

Halton is a vibrant local authority with a rich history and heritage, featuring two iconic bridges that connect communities across the River Mersey. Located in Cheshire, Halton boasts excellent transport links between Liverpool and Manchester, as well as close proximity to both Liverpool John Lennon and Manchester Airports.

Our progressive community strategy aims to bring about meaningful, long-term improvements that enhance lives. It’s an exciting time to join us as we develop new policies and transform the way people access services.

We are immensely proud that when asked what’s great about working for Halton, the most popular response from our workforce has been ‘our colleagues’.

Our Team:

The Contact Centre take pride in delivering council services on behalf of our back-office colleagues. We strive to add value to each enquiry by taking ownership and delivering the right outcome at the first enquiry.

To this end, whilst the team work independently and take responsibility of customers’ calls, the team work very closely and collaboratively, providing support to each other, even when working remotely, to provide customers with the correct advice and outcome using various application and communication tools.

Hours: 37 per week

Your Contributions:

As a Contact Centre Advisor, you will deliver excellent customer service to the people of Halton, progressing customer calls relating to any of our Council Services and resolving them to completion as far as possible. You will also take calls to Halton’s Telehealth service, assessing the nature of the call and taking the appropriate response based on agreed protocols.

Customer enquiries can be complex and distressing for them and the solutions may require action form more than one department. However, you will deliver a simple, clear and accurate outcome for each enquiry.

With a minimum of 3 GCSE’s, A-C Grade (or equivalent). This equivalent may be other qualifications which equate to the GCSE’s or 2 or more years work experience service in a similar working environment i.e. within a contact centre.

You will be a confident computer and application software user with strong communication and teamwork skills

Additionally, you will have:

Customer service experience with the general public

Understanding of Council services

Calm and effective in difficult or emergency situations

Reliable with good literacy and numeracy

If you’re ready to make a real difference, join us on this meaningful journey. Together, let’s build the future and make a real difference for the communities we serve.

Our Offer:

Aside from working with a great team, our employees have access to a fantastic range of benefits, including:

• A generous annual holiday allowance starting at 34 days per year (including bank holidays), increasing with long service
• Membership of our defined benefit, salary-linked Local Government Pension Scheme (LGPS) with generous employer contributions
• 3 x Salary Life Cover via Local Government Pension Scheme
• Investment in your personal development
• Free Car Parking at HBC sites
• Flexible working arrangements
• Extensive employee benefits platform including discounted shopping, car leasing, gym memberships, wellbeing hub and Employee Assistance Programme.

Next Steps:

At Halton Borough Council, we want all of our candidates to feel well-informed so if you would like to have an informal chat about this role, please contact Liam McKeagney @liam.mckeagney@halton.gov.uk

Interviews will take place on W/C 02/03/2026

At Halton Borough Council we want to ensure that our communities are represented across our workforce and a vital part of this is to encourage diversity in all respects. We are committed to making our recruitment practices barrier-free and tailored to best suit the needs and strength of the individual. This includes making adjustments for people with a disability, neurodiversity or with long-term health conditions. If you require accommodations, please reach out during the recruitment process so that we can make this the best possible experience for you – resourcing@halton.gov.uk

Please refer to the attached Job Profile for further information about the role and our values.

We reserve the right to close this vacancy earlier than the specified date should we receive sufficient applications. If you’re interested, please complete your application as early as possible.

We look forward to receiving your application!