Customer Services Officer

Wiltshire Council; Chippenham; Híbrido; GBP 28.000 - 29.000; Jornada completa

Descripción de la vacante

Wiltshire Council is hiring a Customer Services Officer to join our Customer Services team. You will resolve enquiries across a broad spectrum of services, including Highways, Waste and Recycling, Environmental Health and Housing, using intelligent questioning and a CRM system.

The role supports a hybrid working model with 37 hours per week. The successful candidate will have strong communication skills, confidence in using IT systems, and a proactive approach to customer service within a busy

Formación

• Ability to unpick complex queries using intelligent questioning.
• Proficiency in IT systems, including Microsoft Office.
• Experience in handling enquiries across multiple services.

Responsabilidades

• Resolve enquiries across services such as Highways, Waste and Recycling, Environmental Health, Housing, Blue Badges, Schools Admissions and Elections.
• Work within 08:30–17:00 hours with a hybrid working pattern.
• Provide excellent interpersonal and communication skills to customers.

Conocimientos

Multi-tasking

Communication

IT literacy

Herramientas

CRM system

Microsoft Office

Descripción del empleo

Salary: £28,153 - £29,071, per annum

Hours per week: 37 hours

Interview date: 16 November 2026

Wiltshire Council’s Customer Services team acts as the first point of contact for our customers by telephone, face to face, email and social media. We provide advice, information and assistance to ensure enquiries are resolved to the customer’s satisfaction. This is an opportunity to work in one of our Trowbridge or Salisbury hubs and embrace hybrid working.

As a Customer Services Officer (CSO) you will be responsible for resolving enquiries across a broad spectrum of services such as Highways, Waste and Recycling, Environmental Health, Housing, Blue Badges, Schools Admissions and Elections. Therefore, the ability to multi-task and gain knowledge for several different services is essential for this role, as is being able to work in a busy and often pressurised environment.

The Customer Services team operate from 08:30am to 5:00pm so your working pattern will fall within these times.

We are looking for an individual who can unpick complex queries using intelligent questioning and negotiation skills to get to the root of the issue. Proficiency in different IT systems, including Microsoft, is essential, and our own CRM call logging system, which you will get full training for.

If you're motivated, proactive, have excellent interpersonal and communication skills and eager to contribute new ideas, this opportunity provides full support for your personal and professional development.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.
Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer-facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Helen Dalton, Customer Services Team Leader, [e-mail]

Application criteria

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.