Customer Services Officer

Civic Recruitment Limited; Carmarthen; On-site; GBP 18,000 - 24,000; Full time

Job summary

Civic Recruitment Limited is seeking a Customer Service Advisor on a 5-month contract with a local authority in Carmarthenshire. You will be the first point of contact for residents, handling enquiries by telephone, face-to-face and other channels, and directing customers to the right services.

You will provide accurate information, maintain high standards of care, support online services, and work across multiple council locations while upholding data protection and council policies.

Qualifications

• Experience of working in a customer service, contact centre, public-facing, or similar environment.
• Excellent verbal and written communication skills, with the ability to communicate clearly with a diverse range of customers.
• A caring, professional, and customer-focused approach.
• Good IT and keyboard skills, with the ability to use customer service and information systems accurately.
• Ability to work accurately and efficiently in a busy environment.
• Confidence and resilience when dealing with challenging or sensitive customer situations.
• Ability to listen effectively, understand customer needs, and provide appropriate information or solutions.
• Ability to work flexibly across different access channels and locations according to operational requirements.
• Proactive approach with a commitment to delivering high-quality customer care.
• Ability to work effectively as part of a team and contribute positively to service delivery.

Responsibilities

• Respond to customer enquiries primarily by telephone, while also providing support through face-to-face and other access channels.
• Provide accurate, timely, and professional information and advice across a range of Council services.
• Act as an effective link between customers and Council services, resolving enquiries at the first point of contact wherever possible.
• Support customers with enquiries relating to Housing Repairs, Refuse and Recycling, Public Protection, and other Council services.
• Identify customers’ needs and provide appropriate information, guidance, and support.
• Record customer enquiries and actions accurately using relevant Council systems.
• Maintain high standards of customer care, professionalism, confidentiality, and data protection.
• Work flexibly across different access channels and locations within Carmarthenshire to meet operational requirements.
• Contribute to a positive and supportive Contact Centre environment and the continuous improvement of customer services.
• Work effectively as part of a team while managing a busy and varied workload.

Job description

Carmarthen, United Kingdom | Posted on 13/08/2026

• Country United Kingdom
• Postal Code SA31

About Us

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation.  That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

Job Description

5 Month Contract With A Local Authority

Job Purpose

To provide a high-quality, responsive, and customer-focused first point of contact between residents and Council services. The postholder will handle enquiries across telephone, face-to-face, and other access channels, providing accurate information, resolving enquiries wherever possible, and ensuring customers are directed to the appropriate service when required. The role will support customers across a wide range of Council services while encouraging the appropriate use of online services to improve accessibility and efficiency.

Key Responsibilities

• Respond to customer enquiries primarily by telephone, while also providing support through face-to-face and other access channels.
• Provide accurate, timely, and professional information and advice across a range of Council services.
• Act as an effective link between customers and Council services, resolving enquiries at the first point of contact wherever possible.
• Support customers with enquiries relating to Housing Repairs, Refuse and Recycling, Public Protection, and other Council services.
• Identify customers’ needs and provide appropriate information, guidance, and support.
• Recognise and respond positively and sensitively to customers who may be experiencing challenging circumstances.
• Encourage and support customers to access appropriate online services where this is suitable.
• Record customer enquiries and actions accurately using relevant Council systems.
• Maintain high standards of customer care, professionalism, confidentiality, and data protection.
• Work flexibly across different access channels and locations within Carmarthenshire to meet operational requirements.
• Contribute to a positive and supportive Contact Centre environment and the continuous improvement of customer services.
• Work effectively as part of a team while managing a busy and varied workload.
• Comply with Council policies, procedures, service standards, and relevant legislation.

Requirements

• Experience of working in a customer service, contact centre, public-facing, or similar environment.
• Experience of recognising and responding positively to customers’ needs.
• Excellent verbal and written communication skills, with the ability to communicate clearly with a diverse range of customers.
• A caring, professional, and customer-focused approach.
• Good IT and keyboard skills, with the ability to use customer service and information systems accurately.
• Ability to work accurately and efficiently in a busy environment.
• Confidence and resilience when dealing with challenging or sensitive customer situations.
• Ability to listen effectively, understand customer needs, and provide appropriate information or solutions.
• Ability to work flexibly across different access channels and locations according to operational requirements.
• Proactive approach with a commitment to delivering high-quality customer care.
• Ability to work effectively as part of a team and contribute positively to service delivery.

Additional Information

• Location: Carmarthenshire; may be required to work across different Council locations. Contact Centre operational Monday to Friday, 8:30am–6:00pm.
• Hours per week: To be confirmed.
• Bi-Weekly Payments: Payment made every two weeks.