Customer Services Advisor

About the role

Working as part of our friendly and supportive Customer Services team, you will be handling inbound calls from residents, businesses and visitors resolving as many as possible at first point of contact. Duties also include handling enquiries received via email and through our online forms, occasional face to face duties at our reception and other administrative tasks as required.

Our busy environment means that you will have a great opportunity to build your customer care skills while also finding out more about the wide range of services offered by Mole Valley District Council and, from 1 April 2027, by East Surrey Council (see below).

What we're looking for

You will have some previous customer service experience such as retail, call centre or hospitality, full training will be given in the call centre environment we work in.
The role also involves some administration, so great attention to detail and accuracy is essential. Other skills we need include:

• A friendly and professional manner
• Strong communication and empathy skills, with the ability to use a range of communication styles, including listening and questioning, to provide a personal approach
• Someone who enjoys working and learning with others around them to deliver great customer service
• The ability to understand and coach customers on our digital platforms
• A positive, can-do attitude with the ability to have difficult conversations and overcome objections
• The ability to remain calm under pressure
• A good standard of IT literacy and the ability to update in-house systems and spreadsheets
• Excellent timekeeping

You will need at least one A Level grade A* - D, BTEC grade Distinction* - Pass, or equivalent experience and a minimum of five GCSE's grade 9-4 / A to C, or equivalent including Maths and English to apply. Please ensure your CV includes this information.

For you

• A comprehensive and supportive induction programme to ensure confidence and competence
• 24 days annual leave, rising 1 day a year to a maximum of 28 days a year plus bank holidays
• Excellent pension scheme including employer's contribution of 15%
• The ability to earn Time Off In Lieu (TOIL)
• Mental health first aiders for staff
• Employee assistance programme
• Paid e-learning and training
• Annual salary increase (subject to performance) up to maximum of scale
• Free car parking at Pippbrook offices
• Discounts for local businesses
• Friendly office environment just a short walk to Meadowbank Park or Dorking High Street and close to the train stations

Further info

This role is not a remote position. It is office based at Pippbrook, Dorking RH4 1SJ

For an informal chat about the role, please contact Tom Strutton, Customer Service Team Leader on 01306 885001.

Closing date for applicants: Midday on 26th October 2026

Telephone Interview dates: 11th / 12th November

Interview dates: 18th / 19th November

How to apply

CV - Click Apply Online and upload your up-to-date CV. Please ensure that your CV includes enough information to demonstrate how you meet the essential skills and experience of the job description and person specification. You may provide a supporting statement as well if you wish.

Artificial intelligence

Artificial intelligence can be a useful tool to support your application; however, any examples and statements provided must be truthful, factually accurate and drawn directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own), applications may be withdrawn. AI can NOT be used in any interview.

For an informal chat about the role, please contact Rozena Tandy, Francesca Lancaster or Tom Strutton on 01306 885001. Alternatively, you can contact HR at jobs@molevalley.gov.uk

Local Government Reorganisation (LGR)

Mole Valley District Council is preparing for a major transformation through Local Government Reorganisation (LGR), which will come into effect on 1 April 2027. The aim of LGR is to create a more streamlined, efficient and locally responsive system of government that strengthens public services.

Mole Valley District Council will become part of the new East Surrey Council, which will be responsible for all local government services across the eastern part of the county.

As we move towards LGR, we want to reassure all applicants that roles linked to Mole Valley District Council will continue beyond the transition period and arrangements are in place to ensure staff transfer on their existing terms and conditions to the new East Surrey Council.

"Celebrating Diversity and Inclusion for All"