Customer Service Officer

Gloucestershire County Council; Gloucester; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Employee Assistance Programme

Cycle to Work Salary Sacrifice

Annual leave up to 30.5 days

Staff discounts

Job summary

Gloucestershire County Council in Gloucester is seeking a Customer Service Officer to help people access council services. You’ll support customers by phone, respond to emails, welcome visitors at Shire Hall and assist with Adult Social Care enquiries.

The role offers hybrid working (office/home), full training, and a comprehensive benefits package, including DBS checks and spine of staff support. Salary is £28,142–£29,540 per annum for 37 hours per week.

Qualifications

• Excellent communication skills and telephone manner.
• Ability to follow guidance and take ownership of enquiries to resolution.
• Resilience, self-motivation and a continuous improvement mindset.

Responsibilities

• Provide phone and email support, and welcome visitors at Shire Hall.
• Handle Adult Social Care enquiries and ensure the right support is provided.
• Follow procedures, use judgement and resolve enquiries efficiently.

Skills

Excellent communication

Telephone manner

Problem solving

Ownership

Job description

This is a Gloucestershire County Council job.

• Job Title: Customer Service Officer
• Job Location: Shire Hall
• Salary: £28,142 - £29,540 per annum
• Hours per Week: 37.00
• Contract Type: Permanent
• Closing Date: 13/09/2026
• Job Requisition Number: 14694
• This post is not open to job share

Are you someone who enjoys helping people, solving problems and providing excellent customer service?

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.

To get an idea of what it's like to work in our Customer Service Team for Adult Social Care team watch our short video and read this.

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?

In return for your commitment, you’ll be entitled to our full benefits package, including:

• 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 an Enhanced 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.

We reserve the right to close this vacancy early due to the volume of applications received.

If you are an internal applicant and consider yourself to have a disability as per the Equality Act (2010), you can be considered for a guaranteed interview under our Disability Confident pledge if you meet all essential criteria. It also enables the recruiting manager to arrange any reasonable adjustments you may need during the process.

• 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.