Customer Service Representative

Dacorum Borough Council; Hemel Hempstead; Hybrid; GBP 19,000 - 23,000; Part time

Benefits offered by this job

Flexible working patterns

Car salary sacrifice scheme

Generous holiday entitlement

Pension with 17.1% employer contrib.

Job summary

Dacorum Borough Council is seeking a part-time Customer Service Representative to support residents, businesses and visitors. You will handle enquiries across phone, email and digital channels, assist with face-to-face appointments and welcome visitors at reception.

You will work in a busy contact centre, using CRM systems and digital tools, balancing empathy with efficiency. A flexible hybrid arrangement is available across Hemel Hempstead and surrounding locations.

Qualifications

• Excellent customer service and clear verbal and written communication.
• Empathy, sound judgement and accurate IT and keyboard skills.
• Resilience in a high-volume environment and ability to work collaboratively.

Responsibilities

• Respond to enquiries by telephone, email and digital channels.
• Provide welcoming reception and support customers during pre-booked face-to-face appointments.
• Record accurate information in council systems and protect confidential data.
• Learn and use new technologies to improve customer experience.
• Help customers access digital services and assist where needed.

Skills

Customer service

Verbal communication

Written communication

Empathy

Judgement

IT skills

Keyboard skills

Collaboration

Problem solving

Tools

CRM systems

Online forms

Webchat

Knowledge tools

Digital solutions

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference REQ0003237 Application closing date 20/09/2026 Salary £18,985.81 to £22,731.08 per annum (pro-rata) (Inclusive of London Fringe Weighting) Package Generous holiday entitlement - outstanding 17.1% employer contribution pension scheme - flexible working patterns - car salary sacrifice scheme Contractual hours 25 Basis Part time Attachments Customer Service Representative - Person Specification.docx Customer Service Representative - Job Description.docx

25 hours – Monday – Friday 9.30am-2.30pm

Ref: CS005

We are looking for an enthusiastic and adaptable Customer Service Representative to join our team and help deliver accessible, reliable services to residents, businesses and visitors.

Working mainly in our busy contact centre, you will respond to a wide range of enquiries by telephone, email and digital channels. You will also provide a welcoming reception service and support customers during pre-booked face-to-face appointments. You will listen carefully, ask effective questions, identify what each customer needs and take ownership of enquiries, aiming to resolve them at the first point of contact or referring them promptly to the appropriate council service.

You will use council systems to record accurate information, track requests and protect confidential personal data. As our services evolve, you will be confident learning and using new technologies—including customer relationship management systems, online forms, webchat, knowledge tools and emerging digital solutions—to improve the customer experience. You will also help customers access digital services, while recognising when someone needs additional support or a different way to contact us.

You do not need previous local government experience, although it would be an advantage. We welcome applications from people who can demonstrate excellent customer service, clear verbal and written communication, empathy, sound judgement, accurate IT and keyboard skills, resilience in a high-volume environment and the ability to work collaboratively. Experience of handling sensitive, complex or challenging enquiries professionally would be particularly valuable.

After completing your training, the role offers a flexible hybrid arrangement, combining home working with work at council offices. As this is a customer-facing position, you must be able to work flexibly across agreed shift patterns and attend locations in Hemel Hempstead, Berkhamsted or Tring to support the contact centre, reception and face-to-face appointments.

Information for applicants on Local Government Reorganisation

The Council is going through a major change as part of Local Government Reorganisation (LGR) and devolution. This means that the district and borough councils in Hertfordshire will be replaced by a smaller number of new unitary councils.

The aim is to make local government simpler and more efficient, improve services for residents, and bring decision-making closer to the communities we serve.

What this means for you

If you join Dacorum Borough Council between now and 31 March 2028, you will move to a new organisation on 1 April 2028. Your role will transfer to the new authority, but the way you work and who you report to may change.

While this may be different from what you are used to, it is also a rare and exciting opportunity to join Dacorum at a time of real change.

You will have the chance to help shape the future of local services and be part of building something new.

The new unitary councils will create opportunities for innovation, growth, and better public services. They will offer a more joined-up and forward-looking working environment for employees.

We are committed to supporting our staff and continuing to deliver high-quality services for residents throughout this change. Together, we are building a better future.