Customer Services Officer

North Hertfordshire District Council; Letchworth; Hybrid; GBP 2,600 - 29,000; Part time

Job summary

North Hertfordshire District Council is seeking a customer service professional based in Letchworth to handle enquiries by phone, letter, social media, email and face to face. You will aim to resolve as many enquiries as possible at the point of contact across services such as Council Tax, Housing, Waste and Environmental Health, with some admin duties.

We offer hybrid working with a mix of home and office days, and a pro-rata salary of £26,205–£29,301 per annum for part-time arrangements,

Qualifications

• Experience handling enquiries via phone, letter, email, social media or in person.
• Ability to log comments and resolve queries at point of enquiry across council services.
• Ability to remain calm, adapt to change, and communicate clearly in writing and verbally.

Responsibilities

• Handle customer enquiries by telephone, letter, social media, email and face to face.
• Log comments, compliments, and complaints and resolve enquiries at the point of enquiry where possible.
• Assist across services such as Council Tax, Housing, Waste and Environmental Health; undertake some administrative tasks.

Skills

Attention to detail

Customer communication

Multitasking

Adaptability

Problem solving

Job description

Salary: £26,205 - £29,301 per annum (pro rata for part time dependent on experience

Working Hours: 25

Job Category: Customer Services and Client Care

Our customer service professionals are the primary relationship with our internal and external customers; either by direct or virtual contact, ensuring customers receive a high-quality customer experience.

Duties include handling customer enquiries by telephone, letter, social media, email and face to face and logging comments, compliments, and complaints. You will be responsible for resolving as many customer enquiries as possible at the point of enquiry, about a variety of different Council services such as Council Tax, Housing, Waste, and Environmental Health, amongst others. The role also involves some administrative tasks.

You will need to promote the best image of the company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures whilst maintaining the highest level of personal conduct.

The Experience you will bring

• Rigorous with a strong attention to detail.
• Able to adapt your speech/voice tone to each situation.
• Able to remain calm under pressure with a high level of resilience.
• Proactive/reactive, reassuring and understanding .
• Able to advise/coach customers.
• Agile and able to embrace constant change with adaptability.
• You will need to have good computer skills and be able to communicate effectively whilst taking accurate and appropriate details on computer systems and navigating computer-based information to resolve enquiries accurately and efficiently.
• Experience in providing customer service solutions across a range of different customers with confidence.
• The ability to multitask, set priorities and manage time effectively.
• Effective, clear, and professional written and verbal communication.
• Ability to analyse a situation, identify a solution and take a decision .

North Hertfordshire is a large rural district with approximately 125,000 residents with four historic towns, Hitchin, Baldock, Royston and Letchworth Garden City. The Council have four priorities: Thriving Communities, Accessible Services, Responsible Growth and Sustainability. The Council Plan sets out our key priorities and themes for the next five years. The North Herts Values define how we as colleagues work with each other, and we strive to be: Adaptable, Inclusive, Learning, Listening, Together .

We are committed to promoting equality, diversity, and inclusion in our recruitment practices and in our employment policies . We want our employees to feel safe to express themselves and we encourage applicants from diverse backgrounds with a wide range of talents . We are dedicated to promoting a healthy work/life balance, valuing our employees, and enabling them to make a difference to the local community.

At North Herts Council we are proud to be a Disability Confident employer and we guarantee an interview to anyone disclosing a disability whose application meets the minimum requirements for the job .

Please note that all our vacancies require you to live and work in the UK, and selection interviews are face to face in our Letchworth offices or other nearby council sites.

We are changing

North Herts Council (NHC) is undergoing Local Government Reorganisation (LGR). If you are employed by NHC on 1 April 2028, it is expected that the majority of roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes in local government we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better.

If you would like an informal chat about the post, you can contact Sam Murray - Customer Services Team Leader on 01462 474363.

Hybrid working

Flexibility with homeworking and office-based days.

Working pattern:

This job is open to flexible working patterns and working hours

The following content displays a map of the jobs location - Letchworth

Salary

£26,205 - £29,301 per annum (pro rata for part time dependent on experience

Job Category

Customer Services and Client Care