Customer Services Officer

Hoople; Hereford; On-site; GBP 23,000 - 26,000; Full time

Job summary

Hoople is seeking a dedicated Customer Service Officer to join our Advice and Referral Team in Hereford. This permanent role involves interacting with the public to provide information and connect them to necessary services. Candidates should have strong customer service and administrative skills, a positive approach to working with the public, and will benefit from a supportive team environment. The role offers a competitive salary and excellent career progression opportunities.

Benefits

Access to a contributory pension scheme

Flexible working arrangements

31 days annual leave plus bank holidays

Training and career progression opportunities

Employee Assistance Programme

Pick your perks scheme

Qualifications

• Experience of working in an office or administrative role.
• Ability to follow processes while taking calls.
• Approachable and helpful nature.

Responsibilities

• Provide a first point of access for public contacts.
• Connect customers with appropriate services.
• Support a diverse population effectively.

Skills

Customer service skills

Microsoft Office skills

Self-motivation

Positive attitude

Education

GSCE English, grade A to C or Equivalent

Job description

About The Role
Contract: Permanent
Location: Hereford
Hours: 37
Salary: £23,893 - £25,979
Closing date: 6th July 2025
Interview: 16th July 2025
The role
We are looking for a Customer Service Officer to help us provide a first point of access for members of the public and professionals contacting Herefordshire Adult Social Care.
Working within the Advice and Referral Team alongside our Social Workers and Occupational Therapists, you will thrive in effective services for the customer.
As a Customer Service Officer you will work as part of a wider team with scope to support a diverse population; and using a strengths based approach you will connect the customer with the right response to meet their presenting need(s); whether that be, within the community/voluntary sector/health services/charitable services, or by introduction into the Adult Social Care Pathway.
About You
As a Customer Service Officer you will have

• GSCE English, grade A to C or Equivalent.
• Experience of working in an office, or an administrative, secretarial role.
• Customer service skills.
• Microsoft Office skills
• A positive approach in working with the public and team members.
• Ability to follow processes and search for information whilst taking a call.
• Ability to demonstrate self-motivation, together with being approachable and helpful.

To arrange an informal discussion about the role please contact [e-mail]
We Offer
A competitive salary, holiday entitlement, and access to our contributory pension andstaff benefits scheme, which includes:

• Starting Salary of £23,893
• Pension Scheme Enrolment in the Local Government (LGPS)
• Career progression: clear pathways toprogress including routes in customer services, commissioning for adult social care, trusted assessors, and apprenticeships.

• Annual Leave: 31 days’ annual leave (pro rata) plus bank holidays. You can also purchase an additional 10 days per annum with line manager approval.

• Flexible working:flexi-time, job-share, part-time hours and, in some instances, home working
• Employee Assistance Programme: 24/7 access to support and counselling
• Pick your perks – our benefits include access to a range of retail, leisure, holiday and health benefits. This includes savings, cash back and discounts.

Why Choose Us?
You will probably have heard a lot about how beautiful it is in terms of countryside and open spaces (and it is!) but there is so much more going on here, including world-class cultural assets like the Mappa Mundi, vibrant theatres and a thriving food and drink sector.
One of Herefordshire’s biggest assets is the strong and diverse communities. Our Talk Community approach brings that together supporting people to help themselves, encouraging them to help their communities and identifying how communities can help individuals. Our ambitious transformation programme aims to further build on this to offer an all-age approach. We’re excited about the potential of what we can achieve for the benefit of all residents of Herefordshire, stronger together and building brighter futures.
To find out more about what it’s like to live, work and thrive at Herefordshire Council please visit our dedicated recruitment website: www.spiritofherefordshire.com.
Don’t meet all parts of the job description?
Herefordshire Council is committed to strengthening a diverse and inclusive work environment which reflects the communities of Herefordshire. If you are enthusiastic about this opportunity and want to make a difference, we encourage you to consider an application or to get in contact, you may be the perfect fit we’re seeking!
Reasonable Adjustments
Our recruitment process runs in partnership with Hoople Resourcing. If you require any reasonable adjustments or alternative methods for the online application process, please contact the resourcing team by email: [e-mail].
Creating an inclusive workplace
Employee Network Groupsplay an important role in strengthening the voices of employees at Herefordshire Council.Embedded in the Council's values is a commitment to listen to people's views and needs.
Employee Network Groups are a collective of colleagues who often share identities, life experiences or cultures and who come together to initiate positive change in their work place. Our groups include: Black and Asian Staff Networking Group, LGBTQ+, Parents & Carers, Climate and Nature Emergency, Diff-abilities and Armed Forces/ Veterans. For more information on our Employee Network Groups please click here.
How to apply
To apply for a position, please upload an up-to-date CV and a supporting statement demonstrating your experience, skills and abilities for the role. If you are successfully shortlisted, Hoople Resourcing will contact you via email to arrange your interview and/or assessment. They will confirm the date, time and location of your interview, so please keep an eye on your email inbox. Good luck, we’re looking forward to meeting you!
Community Wellbeing is connecting and belonging to the place where you live, feeling safe and having pride in your community.
We welcome applicants whatever their personal characteristics or social identity.
All requests for flexible working arrangements and reasonable adjustments will be considered.

The following candidates will be interviewed if they meet the essential criteria for the post they are applying for:
•Those who indicate that they have a disability. This is part of our commitment to the “Disability Confident” scheme;
• Those who indicate in their supporting statement that they are an Armed Forces Veteran or Reservist. This is part of our pledge to support the Armed Forces Covenant; and
• Those who indicate in their supporting statement that they are a Herefordshire care leaver. This is part of our commitment to supporting young people leaving our care.
We will deliver better support to our most vulnerable children and their families, develop stronger relationships with partners across the region, and beyond. Therefore, we take our commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults seriously and expect all of our staff, visitors and volunteers to share in this commitment.
Herefordshire Council is committed to safeguarding and promoting the welfare of children & young people and vulnerable adults. If you are offered this position, it will be subject to a Disclosure and Barring Service enhanced check and further pre-employment checks.
Stronger Together, Building brighter futures