Customer Service Officer

Cheltenham Borough Council; Uckington; On-site; GBP 26,000 - 29,000; Full time

Job summary

A local council in the UK is seeking a Customer Service Officer to support housing services by assisting tenants, residents, and stakeholders. The role requires excellent customer care skills, efficient communication, and the ability to handle queries at first point of contact. Benefits include a generous pension scheme, flexible working, training opportunities, and employee wellbeing programs. Join a committed team dedicated to making a positive impact in the community.

Benefits

Excellent pension scheme

Generous holiday entitlement

Flexible working environment

Comprehensive learning and development programme

Paid time off for volunteering

Access to counselling services

Healthcare Cashback Plan after probation

Cycle to work scheme

Low-cost town centre parking

Commitment to employee wellbeing

Qualifications

• GCSEs (5 A-Cs or equivalent, including Maths and English).
• Ability to communicate effectively with colleagues and customers at all levels.
• Experience with maintaining computerised customer records.

Responsibilities

• Provide service that aims to deal with customer’s queries at first point of contact.
• Process requests and queries from various sources via telephone, email, or customer portal.
• Comply with relevant legislation, GDPR and safeguarding responsibilities.

Skills

Excellent organisation and communication skills

Ability to provide high level of customer care

Experience with CRM systems

Knowledge of Microsoft Outlook, Word, Excel and PowerPoint

Ability to prioritise workload

Education

GCSEs (5 A-Cs including Maths and English)

Job description

Are you passionate about delivering outstanding customer service and making a real difference in your community? If so, join us at Cheltenham Borough Council as a Customer Service Officer, where you’ll be at the heart of our housing services – supporting tenants, residents, and stakeholders with care, compassion, and professionalism.

Location : Hesters Way Community Resource Centre, GL51 7SU

Job Type : Full Time, Permanent

Salary : £26,824 to £28,142 per annum

Closing Date : 25th January 2026

Come and work for an award-winning organisation!

We are an ambitious and forward-thinking council. We are committed to making Cheltenhamysł a better place to live and work, enabling communities and businesses to thrive whilst protecting what is good about our town.

We aim to be an employer of choice where everyone is treated fairly and feels valued and respected. We aim to provide a stimulating and rewarding working environment that encourages our people to work together, provides opportunities for them to reach their full potential and achieve a healthy work / life balance.

Working at Cheltenham Borough Council means working as part of a committed, professional, and friendly team.

Customer Service Officer - The Role

As a Customer Service Officer, you’ll be the first point of contact for a wide range of enquiries across housing services. Whether you're resolving an issue over the phone, responding to emails, or helping a resident via our online portal, you'll play a key role in delivering a seamless, respectful and high-quality service to everyone who reaches out to us.

Working closely with our friendly and supportive Customer Services Team, you'll ensure that every interaction – no matter how complex – is handled with efficiency, empathy, and a focus on first‑time resolution.

Customer Service Officer – Key Responsibilities

• To provide a service that, wherever possible, aims to deal with customer’s queries at first point of contact ensuring that a high quality of service is always delivered.
• To process requests and queries from various sources / parties (for example from tenants, tenant representatives, colleagues) by telephone, email, or customer portal.
• To comply with any relevant legislation, GDPR and CBC’s customer safeguarding responsibilities.

Customer Service Officer - You

• GCSEs (5 A-Cs or equivalent, including Maths and English) Skills and abilities
• Ability to provide a high level of customer care and to demonstrate excellent organisation and communication skills (both oral and written)
• Ability to work within a team and with minimum levels of supervision
• Ability to communicate effectively with colleagues and customers at all levels
• Knowledge of computerised systems including Microsoft Outlook, Word, Excel and PowerPoint and high level of keyboard skills
• Experience with CRM systemsатәи and maintaining computerised customer records
• Ability to prioritise workload and respond to levels of demand for contact in real time to enable service targets to be met

Customer Service Officer - Benefits

• An excellent pension scheme. You will be eligible to join the Local Government Pension Scheme (LGPS)
• A generous holiday entitlement of 26 days (pro rata) rising to 31 days (pro rata) after five years (excluding Bank Holidays)
• A flexible and agile working environment. We aim to provide opportunities to work from home or elsewhere and offer flexibility in working hours
• A comprehensive programme of learning and development
• Two days (pro rata) paid time off for volunteering
• Enhanced maternity and paternity schemes
• Access to free counselling services
• Upon successful completion of your probation period, you will then have access to our Healthcare Cashback Plan
• A cycle to work scheme
• Low‑cost town centre parking
• A commitment to employee wellbeing

Closing date : 25th January 2026

To submit your application for this exciting Customer Service Officer opportunity, please click on ‘Apply’ now!

Please note that this job advert may close early if we receive a high volume of suitable applications. Previous applicants need not apply.