Customer Service Officer

Durham County Council; North East; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

A local government authority in the North East is seeking a Customer Support Officer to provide high-level assistance at bus stations. The ideal candidate will have excellent communication skills and the ability to manage customer relations effectively. This role offers competitive salaries, flexible working conditions, and a supportive environment focused on teamwork and safety.

Benefits

Competitive salaries and 27 days holiday per year

Option to purchase up to 10 additional days annual leave

Hybrid working arrangements

Excellent contributory career average Local Government Pension Scheme

Access to learning and development opportunities

Discounted gym membership

Qualifications

• Excellent communicator with high level customer service skills.
• Experience dealing with emotional customers tactfully.
• Ability to work as part of a team.

Responsibilities

• Provide travel information to the public and give directions.
• Ensure security and cleanliness of the premises.
• Facilitate safe bus operations in the bus station.

Skills

Excellent communication skills

Calm under pressure

Ability to travel

Education

NVQ Level 2 in Customer Service or equivalent

Job description

We are looking for an excellent communicator who will provide high level customer support in bus stations within the region and to work as part of a team contributing to the efficient operations of buses on the concourse. These posts are required until 31 March 2028.

What is involved?

You will be expected to ensure that travel information is provided to members of the public and other bodies as appropriate and give directions to passengers in and around the bus station.

You will assist in ensuring the security and cleanliness of the premises whilst also ensuring the safe movement of all buses whilst in the bus station.

We encourage you to contact Hannah Dawson, Transport Development Officer via email at [e-mail] to arrange an informal discussion about the role.

What will I need?

• NVQ Level 2 in Customer Service or equivalent in a relevant subject OR have substantial relevant experience.
• Experience of dealing with people who are angry/emotional in a calm and helpful manner and whilst remaining tactful and diplomatic.
• Ability to travel to different bus stations across the region.

Please refer to the attached person specification for the full criteria.

Interviews

Interviews will be held on Wednesday 29th and Thursday 30th October 2025.

We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.

Benefits and Rewards

• Competitive salaries and 27 days holiday per year rising to 32 days after five years continuous local government service.
• Option to purchase up to 10 additional days annual leave per year.
• Excellent work/life balance through schemes including job sharing, compressed hours and flexi-time (allowing up to 13 flexi days per year).
• Hybrid working (home and office working).
• Excellent contributory career average Local Government Pension Scheme (LGPS). Plus, top up options - Salary Sacrifice Shared Cost AVC scheme and standard AVC scheme for members of the LGPS.
• Wellbeing Portal and access to an Employee Assist Scheme.
• Wide range of learning and development opportunities including professional qualifications, coaching and mentoring.
• Employee Benefits Portal and Lifestyle Savings Scheme (discounts across a host of major retailers).
• Discounted DCC gym membership.
• Staff networks run by staff for our staff, including Race Equality and Diversity, Disability, LGBT+, Armed Forces, Carers, Menopause.
• Trade Union membership.
• A range of other salary sacrifice schemes such as car leasing.

Rewards and benefits are subject to individual terms and conditions. Take a closer look: Durham County Council Rewards and Benefits information.

Social media

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Hybrid working

Durham County Council currently operates a hybrid working policy where a model of 2 days in the workplace and 3 days at home/remote will apply. This model is pro-rated for part time roles and arrangements are at managers discretion, alternatively you can work all of your contracted hours within the workplace if you prefer.

Equality, diversity, and inclusion

We are a proud equal opportunities employer and recognise that a diverse, talented workforce brings new ideas and new perspectives, which will facilitate growth and improvements to services. We are committed to ensuring that our employment policies and processes are fair and equitable to all. We welcome job applications from everyone, and successful candidates are considered only on their skills and ability to do the job. As a Disability Confident Leader, we encourage applications from disabled people and provide support throughout the recruitment process.

Take a closer look: Durham Equality, Diversity and Inclusion in our workforce.

How to apply

In line with the County Council's Recruitment and Selection Policy, please note that we are unable to accept CVs. Applications must be submitted on-line via the Northeast Jobs portal. Please use the ‘Person Specification’ section of your application form to demonstrate that you have the essential and where possible, desirable experience, skills, and knowledge. Candidates who do not evidence that they meet the essential qualifications and experience listed on the person specification will not be short-listed.

If you have any support needs or require assistance when applying for this role, please contact the Recruitment Team via email on [e-mail] or telephone [phone] – Option 4.

Please note that all communication regarding your application for this post will be sent to the email address that you have registered with North East Jobs, including your invite to interview if you are shortlisted. Please check your email after the closing date for notification from North East Jobs. Please ensure you check your junk mail.

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