Customer Services Officer

Wiltshire Career Site; Chippenham; Hybrid; GBP 28,000 - 29,000; Full time

Job summary

Wiltshire Council’s Customer Services team is the first point of contact for customers by telephone, face to face, email and social media. This role is based in our Trowbridge or Salisbury hubs with hybrid working.

As a Customer Services Officer you will resolve enquiries across services such as Highways, Waste and Recycling, Environmental Health, Housing and Elections. You will need strong communication, multi-tasking and IT skills and will receive full training on our CRM system.

Qualifications

• Ability to resolve enquiries across multiple services with good communication.
• Proficiency in IT systems, including Microsoft apps and CRM call logging.
• Strong interpersonal skills and a proactive approach to customer care.

Responsibilities

• Resolve enquiries across services such as Highways, Waste, Housing and Elections.
• Work in a busy environment and adapt to changing needs with hybrid working.

Skills

Customer service

IT literacy

Microsoft Office

Communication skills

Problem solving

Tools

CRM software

Microsoft Office

Job description

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.