The Customer Service Officer is the first point of contact for residents, businesses and visitors accessing council services.
The role provides high‑quality, efficient and professional support across multiple channels, ensuring enquiries are resolved promptly and accurately.
The role will play a key part in delivering a positive customer experience and upholding the council’s commitment to excellent public service.
Customer service key Responsibilities:
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Provide friendly, professional and efficient customer service via telephone, email, webchat and face‑to‑face interactions
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Respond to enquiries relating to a wide range of council services, including housing, revenues & benefits, waste services, parking, environmental services and general enquiries
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Resolve issues at first point of contact wherever possible, following council policies and procedures
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Accurately log, update and manage customer cases using the council’s CRM and digital systems
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Signpost customers to appropriate services, teams or external agencies when required
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Promote and support the use of digital self‑service options
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Handle sensitive or complex enquiries with empathy, confidentiality.
Essential
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Experience in a customer‑facing or contact‑centre environment
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Strong communication skills, with the ability to explain information clearly and calmly
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Confident using IT systems, including CRM platforms and Microsoft Office
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Ability to manage high‑volume enquiries while maintaining accuracy and attention to detail
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Experience working within a local authority orHousing Assosiation
