Customer Services Officer

Epping Forest District Council; Ivy Chimneys; Hybrid; GBP 31,000 - 32,000; Full time

Benefits offered by this job

LGPS pension scheme

28 days annual leave + bank holidays

Perkbox discounts & wellbeing perks

Hybrid working

Ongoing professional development

Flexible pay via Stream

Reimbursement of professional member*

Job summary

Epping Forest District Council is seeking a Customer Services Officer to join the busy contact centre. The role mixes home and office work, handling a broad range of enquiries and payments with a strong emphasis on accuracy, data protection, and high-quality customer care.

Training is provided in person at Civic Offices, with regular attendance required to support service delivery. You will engage with customers across multiple channels, work with sensitive information, and contribute to

Qualifications

• Experience in a customer contact or contact centre environment.
• Excellent communication and listening skills with empathy.
• Strong literacy and numeracy for accurate data entry and payments.
• Commitment to confidentiality, data protection and information security.

Responsibilities

• Be the first point of contact for a wide range of enquiries via telephone, email, digital and face-to-face channels.
• Process customer payments accurately and securely.
• Maintain accurate records on multiple systems and support customers with problems.
• Deliver a seamless customer experience while adapting to changing service demands.
• Support vulnerable customers and uphold safeguarding, equality, diversity and inclusion.
• Travel to the Civic Offices for training and attend the office to support service delivery.

Job description

All jobs at Epping Forest District Council are shown below, these can be filtered using the search criteria below.

Job profile for Customer Services Officer

Customer Services Officer

location_on Hybrid - Home/Office 10/11/2026

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

Job details

• Salary £31,244 - £32,090
• Contractual hours 36
• Basis Full time
• Region Epping
• Package LGPS pension scheme
• 28 days annual leave + bank holidays
• Perkbox discounts & wellbeing perks
• Hybrid working
• Ongoing professional development
• Flexible pay via Stream
• Reimbursement of professional membership
• Job category/type Permanent - Full Time
• Date posted 03/11/2026
• Job reference EREQ000573

Attachments

Customer Services Officer - Job Pack.pdf

Job description

We are seeking customer-focused professionals who are passionate about delivering outstanding service and creating positive outcomes for customers at every interaction.

As part of a busy and fast-paced Customer Contact Centre, you will be the first point of contact for a wide range of enquiries, supporting customers through telephone, email, digital and face-to-face channels. You will be committed to providing a seamless customer experience, resolving enquiries efficiently and ensuring customers receive the support they need.

The role requires excellent communication, listening and problem-solving skills, with the ability to accurately capture information on multiple systems while engaging with customers. You will be confident managing challenging conversations, remaining calm, professional and empathetic when dealing with complex, sensitive or difficult situations.

Working in a dynamic environment, you will be expected to adapt quickly to changing priorities, processes and service demands. You will be able to manage a varied workload, prioritise effectively and maintain high standards of accuracy and customer care in a performance-driven setting.

As part of the role, you will be responsible for processing customer payments and handling sensitive information. A strong understanding of confidentiality, data protection and information security principles is therefore essential, together with a high level of accuracy and attention to detail.

You will regularly engage with vulnerable customers and will play an important role in ensuring they receive the appropriate support and assistance. An understanding of safeguarding, equality, diversity and inclusion is essential, and you must be willing to undertake any required training.

To be successful, you must have previous experience working in a customer contact or contact centre environment, including experience of remote and digital ways of working. You will possess strong interpersonal skills, a good standard of education and demonstrable experience of working with computerised systems and accurate data entry.

Please note that due to anticipated high levels of interest, this vacancy may close earlier than advertised, and early applications are encouraged.

Training for this role will be delivered in person. Successful candidates must therefore be able to travel to the Civic Offices during the training period. The role also requires regular attendance in the office to support service delivery, team collaboration and customer needs.

Epping Forest District Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Civic Offices, 323 High Street,Epping, CM16 4BZ