Customer Services Specialist

Fylde Council; Lytham St Annes; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Annual leave 29 days

Flexible working

Gym discount

Pension scheme

Town Hall base

Job summary

Fylde Council is seeking a Customer Services Officer to work in a busy call centre and at the front desk, handling enquiries across a wide range of council services. You will resolve issues by taking ownership and using IT systems to process information, aiming to first contact as many enquiries as possible.

The role requires strong customer service delivery, adaptability and the ability to manage potentially challenging situations, within a supportive team.

Qualifications

• Proven experience in a customer-focused environment.
• Ability to interpret and respond to a range of customer enquiries.
• Strong IT system navigation and data handling skills.
• Excellent teamwork and de-escalation abilities.

Responsibilities

• Work in a busy, challenging call centre environment.
• Assist face to face customers at the counter with enquiries.
• Fully resolve enquiries by taking ownership and action.
• Use IT systems to process information from customers.
• Identify recurring issues and suggest service improvements.

Skills

Customer service

Communication

IT literacy

Job description

Contract Type: Temporary (March 2028)

Hours: 37 hours per week

Salary: Scale 4 SCP 7-11 £26,403 - £28,142 per annum

Closing Date: 13th September 2026 at 23.59pm

We have a fantastic opportunity available in the Customer Services Team at Fylde Council. This role involves working in a small team in a busy, fast-paced environment assisting the council’s customers across a number of contact channels, and covers a wide variety of council services. If you have a proven track record of delivering excellent customer service across a range of contact channels in a busy, challenging environment, this is the role for you.

The council operates in a constantly changing dynamic environment and the customer services team act as the first point of contact for all council services, aiming to deal with 90% of all enquiries through all contact channels.

If you have proven experience of working in a customer focused environment and are looking for a new challenge, we want to hear from you.

Job Description

• Work in a busy, challenging, call centre environment.
• Work on the Customer Services counter to assist face to face customers with a number of enquiries in relation to a wide range of council services.
• Fully resolve customer’s enquiries relating to all council services, by taking ownership, making decisions and taking the appropriate action.
• Use a range of IT systems to process information received by customers in relation to Council Services.
• Identify and resolve reoccurring customer service issues, recognise trends and suggest solutions for service improvement.

The successful applicant

We’re looking for an individual who:

• Is computer literate with the ability to understand, interpret and update a large range of IT systems in relation to customers’ enquiries.
• Has the ability to adapt behaviour in response to customer’s needs.
• Has the ability to deal with potentially contentious issues, appropriately react to pressurising situations and deal with potential conflict; both over the phone and face to face.
• Will make unprompted extra efforts to satisfy customer needs and de-escalate potential complaints by working as an excellent team player.
• Has the ability to respond to ongoing service changes within the organisation and adapt accordingly, whilst maintaining a high level of customer service.

What we have to offer

• Up to 29 days annual leave, plus bank holidays
• Based at the Town Hall along St Annes Promenade. Enjoy beautiful summer walks and lunch by the beach
• A great work-life balance with flexible working arrangements
• Healthy workplace initiatives including discounted gym membership
• Attractive pension scheme

For full details, please see the attached job description and person specification.

For more information about the role, please contact:

Rachael True, Customer Services Manager [e-mail]

This post requires access to PSN (Public Services Network) services or networks and the successful post holder will be required to undertake a Basic Disclosure check of unspent convictions through Disclosure & Barring Service (DBS). This post is also subject to satisfactory references, medical clearance, evidence of any essential qualifications and proof of legal working in accordance with the Asylum and Immigration Act 1996.