Customer Service Advisor - Contact Centre

Customer Service Advisor – Contact Centre

Wiltshire College & University Centre – Trowbridge Campus

Are you a confident communicator who enjoys helping people, solving problems and delivering excellent customer service? This is an exciting opportunity to join Wiltshire College & University Centre, where you’ll play a key role in creating a positive experience for prospective students, current learners, staff and members of the public.

As a Customer Service Advisor within our Contact Centre, you will be one of the first points of contact for the College, providing a friendly, professional and helpful service across a range of enquiries. You’ll help people access the information they need, guiding them towards the right departments, courses and support services.

Working as part of a supportive team, you’ll handle telephone calls, emails and other customer enquiries, ensuring every interaction is dealt with efficiently and professionally. If you enjoy working in a fast-paced environment, building relationships and making a real difference to people’s experiences, this could be the perfect opportunity for you.

🌟 What We Offer

💷 Salary: £25,850 rising to £26,156 per year

⏱️ Contract Type: Permanent, Full-time 37 hours per week, 52 weeks per year

🏫 Location: Trowbridge Campus

🏡 Hybrid Working: The opportunity to work from home up to 2 days per week, following successful completion of the initial training and shadowing period and once you are ready to work independently. Home-working arrangements will be agreed with your manager and are not guaranteed from a set date.
 

✔️ Outstanding Benefits

• Local Government Pension Scheme
• 30 days paid annual leave plus 8 days paid bank holidays
• College closure and wellbeing days, including a 2-week paid Christmas closure
• Electric Vehicle Scheme
• Employee Assistance Programme
• Free On-Site Gyms
• Lifestyle Discounts
• Cycle-to-Work Scheme
• Professional Development and career progression
• Additional staff perks and discounts

A stable role with benefits that support your life today and your future tomorrow.

What You’ll Do

• Act as a first point of contact for telephone calls, emails and general customer enquiries
• Provide friendly, professional and accurate information about college courses, services and facilities
• Respond to enquiries efficiently, resolving issues wherever possible and escalating more complex matters when required
• Support prospective students with course information, applications, admissions enquiries and next steps
• Record customer interactions and maintain accurate information on college systems
• Work collaboratively with colleagues across departments to ensure enquiries are directed to the right teams
• Deliver a consistently high standard of customer service while managing competing priorities
• Maintain confidentiality and handle personal information in line with college policies and data protection requirements

What You’ll Bring

• Experience in a customer service, contact centre, reception or other customer-facing role
• Excellent communication skills, with a friendly and professional telephone manner
• Strong listening skills and the ability to understand and respond to a variety of customer needs
• Good IT skills and confidence using digital systems to record and manage information
• Strong organisational skills and the ability to prioritise tasks in a busy environment
• A calm, patient and solutions-focused approach when handling challenging enquiries
• The ability to work effectively as part of a team while using your own initiative
• A commitment to delivering an inclusive, welcoming and positive customer experience
• An understanding of confidentiality, data protection and the importance of handling information appropriately

⚡ Make a move that truly pays off

If you're ready for a rewarding role where you can put your communication skills to good use, help people access new opportunities and make a positive difference every day, we'd love to hear from you.

🚀 Your customer service skills could help open the door to someone's future.

Closing Date: 12/11/26

Please note:

Your Application Form will be shortlisted against how your skills, qualifications and experience match the Essential and Desirable points on the Person Specification for this role, located at the top of this page as a downloadable document.

Vacancies may close early if sufficient applications have been received; therefore, we would encourage you to submit your application as soon as possible.

Safer Recruitment

Wiltshire College & University Centre follows Safer Recruitment Guidance outlined by the Department for Education in ‘Keeping Children Safe in Education’. This involves conducting enhanced DBS checks, including checks against the children’s barred list, and other employment verifications, including an online presence review for shortlisted candidates.

We embrace diversity, recognising the valuable perspectives, ideas, knowledge, and cultures individuals from different backgrounds bring. Committed to safeguarding, we expect all staff and volunteers to share this commitment.

As a Disability Confident Employer, we pledge to interview all disabled applicants who meet the essential criteria for a job vacancy and assess them based on their abilities.