Customer Contact Officer

Wiltshire Council; Salisbury; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

Wiltshire Council is seeking a Customer Contact Officer in Salisbury. You will manage repair requests, diagnose issues, prioritise tasks and coordinate with surveyors and contractors to resolve problems for tenants. The role requires strong administrative experience and proficient use of MS Office within a hybrid working model.

Hours are 37 per week, with a salary of £28,153–£29,542 per annum. The position involves data recording, reporting and invoicing tasks, and you will engage with customers

Qualifications

• Strong administrative background and excellent working knowledge of MS Office.

Responsibilities

• Record accurate repair requests and prioritise tasks.
• Authorize emergency works and identify rechargeable repairs.
• Coordinate with surveyors and contractors, monitor progress and assist tenants in resolving minor issues.
• Schedule appointments, handle invoice payments and ensure data recording and reporting.

Skills

Administrative experience

MS Office

Tools

MS Office

Job description

Salary:£28,153 - £29,542 per annum

Hours per week:37 hours

Interview date:To be confirmed upon shortlisting

We are excited to be offering an opportunity within our Customer Support team to provide assistance, instruction and information to groups and individuals using Council services and facilities.

As a Customer Contact Officer, you will manage repair requests, diagnose issues, and prioritise different tasks. Your responsibilities will include recording accurate repair requests, authorising emergency works, and identifying rechargeable repairs. You will coordinate with surveyors and contractors, monitor progress, and assist tenants in resolving minor issues. Additionally, you'll schedule appointments, handle invoice payments, and ensure accurate data recording and reporting.

We are looking for a candidate with a strong administrative background and excellent working knowledge of MS Office. Your ability to effectively use your initiative when dealing with challenging situations is essential as this role involves predicting resource needs and maintaining high customer satisfaction through effective communication and problem solving.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer-facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Cerys White, Senior Customer Support Officer, at [e-mail].

Application criteria

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.