Customer Advisor

Posted 26 January 2026
Salary £12.36 - £13.25 per hour
LocationStoke-on-Trent
Job type Temporary
Discipline Public Sector
ReferenceBBBH431619_1769514337

Job description


HMCTS

Customer Advisor - Divorce Service Line
Location: HMCTS Bennett House Town Road, Hanley, Stoke on Trent Staffordshire ST1 6AU
OFFICE BASED
Hourly rate: £12.36 per hour and goes up to £13.25 after 12 weeks
Working Days/Hours: 37hrs per week. Rota's / shift based - Monday - Friday 9am - 6pm
Contract: This is a temporary position for 6 months but due to be extended pending performance and business needs.

Brook Street in partnership with HMCTS this is a fantastic opportunity to join their team as a Customer Advisors. This is great opportunity to gain valuable exposure/experience working within the Public Sector.

As a Customer Advisor, you'll be the first point of contact for service users, handling inbound calls and providing clear, accurate guidance on applications and court-related queries. You'll offer reassurance, signposting, and practical information, ensuring every caller receives an accessible and inclusive service.

This is a telephone-based contact centre role, with minimal administration, so you'll be comfortable spending most of your day on calls and communicating clearly with a wide range of people.

List the duties/ responsibilities:

  • Handling inbound calls from members of the public and professional users
  • Providing updates, guidance, and signposting on divorce applications and court cases
  • Accurately processing and updating high-volume case information
  • Explaining processes clearly so customers know what to expect
  • Managing short-term queries with empathy, resilience, and professionalism



Clearance level (to be applied for by Brook Street upon a successful application):
Basic DBS

Training provided, what is their training plan and location of training:
No annual leave during training period. Training is for 8 weeks.

  • Training hours: 9:00am-5:00pm, Monday to Friday
  • First 3-4 weeks focused on administration and systems
  • Progression into 2 weeks call-handling training after consolidation



Additional clearance if applicable:
Please note that period of 6 months or longer spent outside of the UK in the last 5 years will unfortunately require an additional overseas police check, this will be the responsibility of the candidate to provide.

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.