Customer Service Officer

Neway International Ltd; Yeovil; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local recruitment firm is seeking two Customer Service Officers to provide front-line support to Somerset residents. This office-based role, combined with remote working, involves responding to a wide range of queries including Finance and Social Care. Candidates should possess excellent communication and customer service skills, along with resilience in managing sensitive enquiries. This is an ongoing opportunity with 37 hours per week, predominantly Monday to Friday.

Qualifications

• Excellent customer service skills, including listening, empathy, and problem-solving.
• Strong communication skills for face-to-face, telephony, and digital interactions.
• Confidence, resilience, and professionalism in handling sensitive and sometimes emotive enquiries.

Responsibilities

• Provide high-quality advice, guidance, and support to residents across multiple service areas.
• Handle face-to-face enquiries at Brympton Way and Yeovil Library Customer Service Point.
• Manage telephony and digital enquiries, supporting customers to self-serve using online solutions.

Skills

Excellent customer service skills

Strong communication skills

Resilience

Good IT skills

Job description

Neway International are seeking two Customer Service Officers to join our client based with Somerset Council.

Location: Brympton Way, Yeovil, Somerset, BA20 2HT (office-based at Brympton Way and Yeovil Library, plus remote working)

Hours: 37 per week, Monday to Friday (08:30 – 17:00)

Start Date: 05/01/2026

Duration: ongoing

Pay Rates: £13.47 PAYE / £17.82 Umbrella

Work Pattern: Typically 2 days in office, 3 days WFH

About the Client

Somerset Council’s Community Place & Economy directorate is committed to delivering excellent services to residents across the county. Their Customer Service team provides the first point of contact for residents, ensuring queries are handled with professionalism, empathy, and efficiency across a wide range of council services.

The Role

As a Customer Service Officer, you will provide front-line support to Somerset residents, combining face‑to‑face contact, telephony, and digital support. You will be the first point of contact for customers seeking advice and assistance on services such as Council Tax, Waste, Benefits, Highways, Transport, Planning, Licensing, Adult Social Care, and Children’s Services. This is a busy and rewarding role requiring resilience, professionalism, and a customer‑focused mindset.

Key Responsibilities

• Provide high‑quality advice, guidance, and support to residents across multiple service areas.
• Handle face‑to‑face enquiries at Brympton Way and Yeovil Library Customer Service Point.
• Manage telephony and digital enquiries, supporting customers to self‑serve using online solutions.
• Deliver empathetic, professional, and effective communication across all channels.
• Work collaboratively within the Customer Service team to manage high volumes of enquiries.
• Maintain accurate records and ensure compliance with council policies and procedures.

Candidate Requirements

• Excellent customer service skills, including listening, empathy, and problem‑solving.
• Strong communication skills for face‑to‑face, telephony, and digital interactions.
• Confidence, resilience, and professionalism in handling sensitive and sometimes emotive enquiries.
• Good IT skills with the ability to learn new systems and use multiple technologies.
• Positive, calm, and enthusiastic approach to learning and delivering services.
• Flexibility to work across both Brympton Way and Yeovil Library offices (parking available at both sites).