Customer Services Officer

North Somerset Council; Weston-super-Mare; Hybrid; GBP 39,000 - 42,000; Full time

Benefits offered by this job

Local Government Pension

27 days annual leave (rises to 32)

Hybrid working

Wellbeing Team

Cycle to Work scheme

Electric Vehicle schemes

Professional development

Job summary

North Somerset Council is seeking an experienced Customer Services professional to lead a team responsible for customer service strategy, policies and training across the council. This senior role handles escalated complaints and works with the Chief Executive, councillors and MPs, while guiding service improvements.

The role requires strong communication, data analysis and the ability to deliver training, including via Teams, to raise standards and ensure consistent, high-quality customer care.

Qualifications

• Excellent customer service skills and experience.
• Ability to understand complex complaints and write clear responses in plain English.
• Experience delivering training over Teams (and in person).
• Comfort dealing with senior people (CEO, Directors, MPs, ombudsman).
• Experience handling complex issues over the phone with customers.
• Experience collating complex data and presenting to different audiences.

Responsibilities

• Deal with escalated customer complaints and feedback using the council's case management system.
• Lead resolution of complaints for Chief Executive, Councillors and MPs; analyze and present service data.
• Maintain relationship with Local Government and Social Care Ombudsman; respond to requests.
• Promote high standards of customer care across the council through staff engagement.

Skills

Excellent customer service

Clear written responses

Training delivery (Teams)

Deal with senior stakeholders

Handling escalated complaints

Data collation/presentation

Tools

Microsoft Teams

Job description

Welcome to North Somerset Council’s Web Recruitment page where you will find details of our current vacancies. If you experience any issues completing your application, or require any adjustments to the recruitment process, please call the Human Resources Team on 01275 888788 or email [e-mail] . To advertise on this page, please contact Human Resources.

work_outline Basis Full time

Job profile for Customer Services Officer

Customer Services Officer

Weston-super-Mare 23/09/2026

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

Job details

Salary Level 8:- £39,152 - £41,771 per annum

Contractual hours 37 Basis Full time

Package Permanent contract - 27 days annual leave per annum, rising to 32 days per annum after 5 years' service

Job category/type Customer Services

Date posted 11/09/2026

Job reference CSDA0248

Attachments Customer Services Officer - CSDA0248 - Job Description.pdf

Job description

About us.

North Somerset Council is committed to providing high-quality services to our community. We are committed to creating a fair, green, and more inclusive environment for all our residents. Join us and contribute to making a positive impact on our community.

The role.

We’re looking for an experienced Customer Services professional to join our Customer Services team who are responsible for building a customer-focused culture within North Somerset Council.

This is a senior role where you will take the lead on customer service issues within the council. We have oversight of all complaints and feedback received by the council, including social services. The team are responsible for developing and evolving customer service strategies, policies and procedures, and promoting excellent customer service across the council. The team manage escalated complaints on behalf of the Chief Executive, Councillors, MPs and build a relationship with the Local Government and Social Care Ombudsman. We also develop training courses and deliver training to the organisation to raise standards.

Key responsibilities:

• Dealing with escalated customer complaints and feedback, ensuring that issues are resolved satisfactorily using our case management system.
• Taking a lead role in the resolution of customer complaints received by the Chief Executive, Councillors and MPs, and analysing and presenting customer service information and data.
• Building and maintaining a good relationship with the Local Government and Social Care Ombudsman, responding to their requests quickly and efficiently.
• Promoting excellent standards of customer care across the council, through engagement with and providing advice to officers.
• Development and delivery of training designed to improve the customer experience.
• Recording and monitoring customer feedback and overseeing the wider recording and monitoring of complaints in all directorates.

Work style.

At North Somerset Council, we offer a hybrid working environment based on four distinct work styles. Depending on the role and personal circumstances, you will fall into one of these categories. However, please note that during the induction period, it may be necessary to spend more time in the office to support your learning and development. We are flexible and open to discussions about your preferred working style, and if you wish to be in the office more frequently, this can be negotiated.

This role falls into the category of Mobile/Field Worker which means you can expect to work in the following way:

• 0-1 day in the office.
• Includes field workers who primarily work remotely.
• Comes into the office for meetings or focused work. Virtual connections with the team are essential, with portable technology supporting work on the go.

About you.

We are looking for a passionate customer service professional who possesses the following skills and experience:

You will:

• Have excellent customer service skills, experience and knowledge.
• Be able to understand complex complaints and write clear responses in plain English.
• Be experienced at delivering training over Teams and ideally face to face.
• Be experienced at dealing with senior people such as our Chief Executive, Directors, senior officers, councillors, MPs and the ombudsman.
• Experience of dealing with complex issues over the phone with customers.
• Experienced at collating complex data and presenting appropriately for different audiences.

What we offer.

At North Somerset Council, we value our employees and provide a supportive and inclusive work environment.

We offer:

• Competitive salary and benefits.
• Flexible working arrangements.
• Local Government Pension.
• Opportunities for professional development.
• Inclusive Staff groups including Carers, Disabled, LGBTQ+, REACH (Race, Ethnicity, and Cultural Heritage), and Young Staff Forums.
• Opportunity to purchase up to an additional 10 days annual leave each year.
• Dedicated in house Wellbeing Team.
• Salary sacrifice Cycle to Work and Electric Vehicle schemes.

Further details of our excellent rewards package can be found in our Benefits booklet .

Contact information.

For further information about the role, please contact Simone Woolley, Customer and Digital Services Manager at [e-mail]

Important information.

As a Disability Confident Leader, we guarantee to interview all disabled applicants who meet the essential criteria for the job role.

Interview Date: 01 and 02 October 2026.

Please note: We are currently only able to accept applications from candidates who have full permission to work in the UK and are unable to provide Sponsorship for this role.

Equal opportunities.

At North Somerset Council we want all our employees to feel valued and appreciated. We aim to ensure equality of opportunity and prevent discrimination irrespective of your sex, gender identity, sexual orientation, religion or belief, race, age, disability, including neurodiversity, if you are married or in a civil partnership or are pregnant or currently on maternity leave. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their full, authentic selves to work.

We are committed to safeguarding and promoting the welfare of children and young people and expect all our staff and volunteers to share this commitment.

We reserve the right to close this advertisement early or extend the closing date depending on the number of applications received.