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Customer Service Officer
Are you passionate about delivering exceptional customer service and making a difference in your community? Our Local Authority client is seeking a dedicated and professional Customer Services Officer to join their front-line contact team.
About the Role:
This is a hybrid position involving a mix of office-based and remote work. Due to the nature of the role, local residency is essential to ensure business continuity and occasional in-office attendance.
As a Customer Services Officer, you will be the first point of contact for a wide range of public enquiries - providing high-quality service via inbound calls and emails across multiple service areas.
Key Responsibilities:
- Handling a high volume of inbound calls and emails from residents
- Providing clear, helpful, and accurate information across various services, including:
- Waste & Recycling
- Homelessness and Housing Services
- Planning and Building Control
- School Admissions and Free School Meals
- Parks and Open Spaces
- Resolving enquiries professionally and efficiently, or escalating where appropriate
- Managing interactions with empathy, particularly when dealing with challenging customer behaviours
What We're Looking For:
- Professional telephone manner and excellent communication skills
- Previous experience in a busy contact centre environment
- Strong ability to remain calm, patient, and solution-focused under pressure
- Proven experience in handling difficult or emotionally sensitive conversations
- Confident IT skills, with the ability to learn new systems quickly
- Local residency - must be able to commute to the office when required
