Job Details:Job Reference: HCC622159Salary Range: £25,186 - £26,244 per annumWork Location: Parkway, Fareham (Hybrid Working)Hours per week: 37Contract Type: PermanentClosing Date: 05 October 2025Interview Date: 16 and 17 October 2025An 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 staff. We do this 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 systems.
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.
Why join us?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 includes details of the holiday entitlement, 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 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 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.Additional Information:Contact Centre AdviserVetting Requirements: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:Tracey Williams, Team Manager on or 0300 5551384 (between 19th Sept–7th Oct please instead ask to speak with Lora Payne)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.