Customer Service Officer – Contact Centre

Stockport Council; Stockport; On-site; GBP 27,000 - 29,000; Full time

Job summary

Stockport Council is looking for a Customer Service Officer to join the Contact Centre on a hybrid basis. You will be the friendly first point of contact for customers, handling inbound calls and front-of-house duties while ensuring accurate information and guidance in line with council policies.

You will update electronic records, process information, and support customers to access services. Full training will be provided to develop knowledge and skills for excellence in this role.

Qualifications

• No prior contact centre experience required.
• Friendly, reliable and eager to learn.
• Able to communicate with diverse customers and follow process.

Responsibilities

• Provide frontline assistance across channels (phone and in-person).
• Offer information and guidance in line with council policies.
• Maintain and update electronic records and help customers access services.
• Follow established procedures to ensure accurate and confidential handling of information.

Skills

Customer service

Active listening

Attention to detail

Teamwork

Tools

Microsoft Office

Case management systems

Job description

Customer Service Officer Contact Centre
Scale 4 (£27,274 29,071)
37 Hours, Full Time
Permanent
Office based with some hybrid working

Application Deadline: 9th October 11:59pm
Please be aware that we may close this vacancy early if a high volume of applications are received. We encourage you to submit your application as soon as possible to avoid disappointment.
Shortlisting Date: 12th October
Interview Date: Week Commencing w/c 19th October 2026
Interview Type: Face to Face

Join us at Stockport Council Best for Inclusion winner at the Greater Manchester Good Employment Awards 2026

Your Role

We have an exciting opportunity to join our Customer Services team at Stockport Council, providing a professional and welcoming first point of contact for customers accessing council services.

You’ll be supporting our customers, through a range of contact channels including handling inbound telephone enquiries within the Contact Centre and providing front-of-house reception cover when required. You’ll be responsible for understanding customer needs, providing information and guidance, and ensuring enquiries are responded to accurately and efficiently in line with council policies, procedures and service standards.

The role also involves updating and maintaining electronic records, processing information, and supporting customers to access the services they need. Full training and ongoing support will be provided to help you develop the knowledge and skills required to excel in this role.
For a full list of key responsibilities and essential criteria, please refer to the Job Profile linked below.

About You

We're looking for someone who is friendly, reliable, and eager to learn. No previous contact centre experience is required. We welcome applications from people with experience gained through work, education, volunteering, or other life experiences.

You can comfortably communicate with a wide range of people, listening to their needs, and helping them access the right support. You'll have great attention to detail and be able to follow processes while handling information accurately and confidentially.

You'll enjoy working with others, be organised, able to manage your workload effectively. Be keen to learn new systems and ways of working. Be confident using computers and software such as Microsoft Office and open to learning the case management systems and processes used within the Council.
Above all, you'll be committed to delivering a professional, helpful service and making a positive difference for our customers.

Previous applications need not reapply if applied within the last 6 months

About Us

At Stockport Council we are one ambitious team on a mission to create opportunities for everyone who lives, works and spends time in the borough. Working at Stockport Council means contributing to one of the most thriving towns in the North. We’re keen to recruit people with the right values and behaviours that can help us ensure our workplace values are at the heart of everything we do.

We are proud to be recognised under the Good Employment Charter as an organisation committed to the wellbeing of our colleagues. As members of the charter, we have been recognised as a great place to work for all colleagues and pledge to pay the real living wage, engage staff in key decisions and endorse fair and flexible working conditions. As members of the charter, we have been recognised as a great place to work for all colleagues and pledge to pay the real living wage, engage staff in key decisions and endorse fair and flexible working conditions.

For further information about the role please contact James Healey, Business Support Operations Manager- Contact Centre [e-mail]

The successful applicant’s appointment will be subject to satisfactory pre-employment clearances including a Disclosure and Barring Service check. Clearances including a Disclosure and Barring Service check.

Stockport Council holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not currently qualify.

Please note that we have made a commitment to improve the employment opportunities for people with disabilities, care leavers and ex-military personnel. As part of the Guaranteed Assessment Scheme you will therefore be guaranteed to be shortlisted for Assessment if you meet both the criteria for the scheme and the essential job role criteria.

Find out if you meet the criteria here: https://www.greater.jobs/our-guaranteed-assessment-scheme

Follow our recruitment team on X, Instagram and Facebook for updates on our vacancies and recruitment events.

Stockport Council is committed to promoting a diverse and inclusive workforce culture - a place where we can all be ourselves and succeed. We welcome applicants from all backgrounds and communities to join our workforce.

We want our employees to have a good work life balance and in many job roles we can offer a range of flexible/hybrid working arrangements. We also have inclusive employment policies and staff engagement forums to support our diverse workforce. We will listen to, learn from, and develop our workforce

Supporting Documents

Job Profile