Customer Service Officer

• Start by handling telephone enquiries and written correspondence
• Progress to reception duties and dealing with more complex written enquiries, including social media responses
• Support customers by resolving issues directly, following procedures, or identifying and liaising with the correct internal teams
• Promote excellent customer service and contribute to the council’s digital channel‑shift strategy
• Help ensure that even in a fast‑changing environment, customers receive high‑quality support

• Strong passion for delivering excellent customer service
• Confident managing enquiries via telephone, email, and face‑to‑face
• Experience dealing with challenging situations or individuals
• Excellent spoken and written English
• Flexible, organised and able to remain calm under pressure
• Active listening skills, empathy, and a non‑judgemental approach
• A genuine team player who builds positive, supportive working relationships
• Problem‑solving ability and willingness to take initiative where needed
• Creative thinking and confidence to identify when processes aren’t working and escalate issues appropriately

Hybrid Working: Working in Civic for probation period, once passed may work 1 day per week WFH where business needs allow