Customer Service Officer 20 Hours

We Manage Jobs(WMJobs); Atherstone; On-site; GBP 25,000 - 26,000; Part time

Job summary

A local government council in Atherstone is looking for a Customer Services Officer to handle customer enquiries in a busy contact centre. The role requires excellent communication and IT skills, along with a passion for delivering exceptional service. Starting salary is from £25,583 per annum pro rata, with generous benefits including a local government pension and annual leave. The closing date for applications is 12th October 2025.

Benefits

Generous annual leave allowance

Local Government Pension Scheme

Flexible working options

Learning and Development opportunities

Qualifications

• Experience of working within a customer service environment as part of a dedicated team.
• Ability to relay complex information in a customer-friendly way.
• Enthusiasm to provide exceptional customer service.

Responsibilities

• Deal with customer enquiries for all council services via telephone.
• Provide face-to-face interactions at the Virtual Reception Desk.
• Aim to resolve customer queries at the first point of contact.
• Use multiple software applications effectively.

Skills

Excellent communication skills

Listening skills

Ability to work under pressure

IT skills

Education

GCSE level or equivalent

Job description

Overview

Community Services Division
Customer Services Officer
20 hours per week worked between 13:00 and 17:00 Monday to Friday.

Working in the Contact Centre is a busy and demanding role which requires the ability to deal effectively with customer enquiries for all council services via the telephone. The role includes face to face interaction with Officers working for periods of time on our Virtual Reception Desk and brief exposure to email, social media contacts and web chat. The aim of the service is to resolve customer queries at the first point of contact. This is a fast-evolving working environment where changes take place at short notice so the ability to adapt and learn as you work and to demonstrate a flexible and positive attitude to change is essential. The role requires being able to use multiple software applications and to be able to talk and type simultaneously. High levels of accuracy of data input are also required.

Responsibilities

• Deal with customer enquiries for all council services via telephone as part of the Contact Centre.
• Provide face-to-face interactions at the Virtual Reception Desk and engage with email, social media contacts and web chat as required.
• Aim to resolve customer queries at the first point of contact.
• Adapt to a fast-evolving environment with short-notice changes and demonstrate a flexible, positive attitude to change.
• Use multiple software applications and be able to talk and type simultaneously with high accuracy in data input.

Qualifications and Experience

• Experience of working within a customer service environment as part of a dedicated team.
• Excellent communication and listening skills; ability to relay complex information in a customer-friendly way.
• Enthusiasm to provide exceptional customer service and the ability to work efficiently under pressure.
• Educated to GCSE level or equivalent; excellent IT skills.
• Full training will be provided.

Salary and Progression

Starting salary is Scale 5 (£25,583 - £25,989 per annum pro rata). Progression to Scale 6 is subject to successful completion of the customer services competency framework.

Benefits

• Generous annual leave allowance (including statutory Bank Holidays and 4 extra statutory days).
• Local Government Pension Scheme, with an employer contribution rate of 20.5%.
• Flexible working (including hybrid working) available for certain roles.
• Learning and Development opportunities.
• Family Friendly Policies.
• Generous compassionate leave.
• Cycle to Work scheme.
• And more.

Security and Disclosure

The post is subject to the requirements of the HMG Baseline Personnel Security Standard check, which involves a basic DBS Disclosure satisfactory to North Warwickshire Borough Council, and as such, appointment will be conditional upon the receipt of a satisfactory response to a check of criminal records via the Disclosure & Barring Service, before the appointment is confirmed. A Basic check will contain details of convictions and conditional cautions considered to be ‘unspent’ under the terms of the Rehabilitation of Offenders Act 1974.

Application Process

Please note that we only accept completed online application forms and do not accept CVs as a method of application for this vacancy. If you experience difficulties or need assistance with submitting your online application, please contact the HR team at [e-mail]

Informal Discussion

For an informal discussion about the role, please contact Teresa Anderson on 01827719449 or Claire Cox on 01827719431.

The closing date for the receipt of applications is Sunday 12th October 2025.

North Warwickshire Borough Council, The Council House, South Street, Atherstone, Warwickshire, CV9 1DE.