Customer Service Officer

Gloucestershire County Council; Gloucester; Hybrid; GBP 29.000 - 31.000; Vollzeit

Benefits dieser Stelle

Local Government Pension Scheme

Staff discount scheme

Employee Assistance Programme (EAP)

Cycle to Work Salary Sacrifice Scheme

Zusammenfassung

Gloucestershire County Council is hiring a Customer Service Officer to help people access council services. You will handle calls, emails and in-person queries at Shire Hall, Gloucester, with hybrid working after probation.

The role requires clear communication, problem-solving and a customer-focused approach. Full training will be provided, and you will join a supportive team dedicated to delivering excellent service to Gloucestershire’s communities.

Qualifikationen

• Excellent communication skills
• Confident telephone manner
• Respond positively during difficult conversations
• Self-motivated, pragmatic and resilient
• Ability to follow work instructions and seek improvements

Aufgaben

• Answer calls, respond to emails, and assist visitors to Shire Hall
• Support adults and vulnerable in enquiries to reach a clear outcome
• Provide information and help customers access council services
• Work as part of a team to deliver high-quality customer service

Jobbeschreibung

This is a Gloucestershire County Council job.

• Job Title: Customer Service Officer
• Job Location: Shire Hall, Block 4, 4th Floor
• Salary: £29,071 - £30,515 per annum
• Hours per Week: 37.00
• Contract Type: Permanent
• Closing Date: 12/11/2026
• Job Requisition Number: 15113
• This post is not open to job share

So, what’s the role about?

As a Customer Service Officer, you'll be at the heart of helping people access council services. Whether supporting someone over the phone, responding to an email, welcoming visitors to Shire Hall or helping with an Adult Social Care enquiry, you'll make a real difference to people's experience. This is a varied role where you'll use your communication skills, problem-solving abilities and judgement to ensure customers receive the right support at the right time.

If you are confident communicating with a range of people, can follow guidance, and enjoy helping enquiries reach a clear outcome, we would like to hear from you.

We work flexibly with a mix of office and home working although during the probation period (first 6 months), you will be working from the office, based at Shire Hall in Gloucester.

A Little Bit About Us…

This is a great time to join Gloucestershire County Council, as we are on an exciting journey. Customer Service Team is based at Shire Hall in Gloucester and you will work with enthusiastic and supportive colleagues who are passionate about their work and what they achieve together as a team. Joining our Customer Service Team can be a great opportunity towards developing a long-term and rewarding career with the Council.

What We Need From You

You need to have excellent communication skills, have a confident telephone manner and respond positively during difficult conversations. You will be self‑motivated, pragmatic, resilient and take ownership of enquiries to resolution. You will have the ability to follow work instructions and look for continuous improvements in how we do things.

Our values are at the heart of everything we do and how we treat each other. They provide essential guiding principles about the way that we work and set the tone for our culture, and identify what we, as an organisation, care about. See more about our Values on our website.

If you hold the same behaviours and approach, then we want to hear from you! In exchange, we will provide you with full training and support to help you succeed in your role!

What’s in it for you?

• Regular formal and informal support
• Safe, supportive and positive working environment with regular, reflective supervision
• An investment into your professional development, including career pathways, mandatory training and additional topical bi-annual workshops.
• Annual leave up to 30.5 days after 5 years employment
• Access to the Local Government Pension Scheme
• Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply)
• GCC's Cycle to Work Salary Sacrifice Scheme

Additional Information

This Position is subject to a DBS check.

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months employment. Right to work is not transferable from a sponsored role held with another employer.

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a 'customer facing role' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.

• a disability is defined as: a physical or mental impairment, which has a substantial and long-term (more than 12 months) adverse effect on a person’s ability to carry out normal day-to-day activities.

Applications from any Gloucestershire County Council's employees who are currently on the redeployment register or at risk of redundancy will be considered first at shortlisting stage.