Customer Service Officer

Coyles; Nuneaton; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local government organization in Nuneaton is searching for a Customer Service Officer to deliver high-quality service to residents. This role involves responding to enquiries via various channels and assisting customers effectively. Ideal candidates should have strong communication and IT skills, along with a commitment to providing excellent support in a bustling environment.

Qualifications

• Recent experience working directly with customers or the public.
• Ability to maintain detailed records accurately.
• Flexible approach to working hours and locations.

Responsibilities

• Act as the first point of contact for customers.
• Respond to enquiries received via phone, email, and post.
• Assist customers in using self-service facilities.

Skills

Excellent verbal and written communication skills

Strong IT skills

Good organisational and time management skills

Ability to follow procedures accurately

Teamwork and independent work skills

Tools

Microsoft Office

Customer Relationship Management (CRM)

Job description

About the Role

One of my local government clients is seeking a proactive and customer-focused Customer Service Officer to join the Business Improvement Service Unit.

In this frontline role, you will provide a high-quality, professional service to residents and visitors, resolving a wide range of enquiries at the first point of contact. Working across the Council’s Customer Service Centres, you will handle face-to-face, telephone, and electronic enquiries, ensuring each customer receives accurate, efficient, and courteous support.

This role is ideal for someone who enjoys working directly with the public, is confident using IT systems, and takes pride in delivering excellent service in a busy, varied environment.

Key Responsibilities

• Act as the first point of contact for customers visiting the Council’s Customer Service Centres.
• Respond to enquiries received via phone, email, and post, ensuring timely and accurate resolutions.
• Assist customers in using self-service facilities and online resources.
• Use Customer Relationship Management (CRM) and other council systems to process service requests efficiently.
• Handle cash and other payments in line with Council financial procedures.
• Provide information, guidance, and forms to customers, ensuring clear communication at every stage.
• Work collaboratively with colleagues and service units to ensure customers are supported effectively.
• Maintain a professional and welcoming environment in the customer reception and interview areas.
• Keep records and data accurate, ensuring compliance with Data Protection and Freedom of Information legislation.
• Support business continuity activities and contribute to service improvements.

About You

You will be a confident communicator with excellent interpersonal skills and a genuine commitment to providing high-quality customer service. You will be comfortable handling a wide range of enquiries, able to stay calm under pressure, and demonstrate professionalism at all times.

Essential Skills and Experience

• Recent experience working directly with customers or the public.
• Excellent verbal and written communication skills.
• Strong IT skills, including use of Microsoft Office, email, and web-based systems.
• Ability to follow procedures accurately and maintain detailed records.
• Good organisational and time management skills.
• Able to work effectively as part of a team and independently.
• A flexible approach to working hours and locations within the borough.
• Commitment to equality, diversity, and the Council’s core values.

Desirable

• Experience working in a contact centre or local government environment.
• Experience dealing with challenging situations or complaints.

If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd