Customer Support Officer

ROYAL BOROUGH OF KENSINGTON AND CHELSEA; City of Westminster; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local government council in Westminster is looking for a Customer Support Officer to manage commercial waste inquiries and provide administrative support. The ideal candidate will possess strong customer service skills and attention to detail. Responsibilities include handling customer queries, updating records, and preparing reports. This position offers a competitive salary, benefits, and opportunities for career growth in a collaborative environment.

Benefits

Competitive salary

Generous annual leave

High-quality pension scheme

Professional development opportunities

Qualifications

• Experience in customer service and administration in a fast-paced environment.
• Strong written and verbal communication skills to convey complex information.
• Ability to handle data and prepare reports.
• Organised, adaptable, and independent worker.

Responsibilities

• Handle day-to-day customer contact and contract management.
• Manage the commercial waste inbox and assist with billing queries.
• Prepare reports and liaise with contractors for service delivery.
• Support stock control and perform audits.

Skills

Attention to detail

Customer service mindset

Organisational skills

Strong written communication

Adaptability

Job description

Support businesses, serve communities, and help deliver a service that keeps our borough clean and efficient.

As a Customer Support Officer, you'll be the first point of contact for our commercial waste customers. Whether you're responding to queries, updating contracts, or preparing reports, your accuracy, organisation, and care will help us deliver a seamless, customer-focused service.

Working Style:

You'll be based in the Borough for 5 days a week, playing a key role in serving the local community. Whether you're working on the frontline or behind the scenes, you'll be part of a dedicated team making a real difference to residents' lives.

What you'll be doing:

You'll work at the heart of our commercial waste team, handling day-to-day customer contact, contract management, and admin support.

This includes answering calls, managing the commercial waste inbox, and dealing with requests related to skips, sacks, and invoicing. You'll input contract data into our systems, update records, and help train new starters on key processes.

You'll also help manage the bin maintenance programme, prepare regular tonnage reports for management, and liaise with contractors to ensure services are delivered effectively. Supporting stock control, including audits, is another key part of your role.

We value open conversations and diverse perspectives, and we recognise the impact of those who keep services running smoothly behind the scenes. You'll be part of a team that works together to support businesses and improve residents' daily experiences across our borough.

In this role, you'll embody our "we're all in" approach—supporting customer queries, reporting, and stock audits, helping us deliver efficient and responsive commercial waste services. Your work will contribute to a cleaner, fairer borough—one conversation, contract, and collection at a time.

We are a Disability Confident Employer, committed to ensuring our recruitment and selection process is inclusive and accessible.

This position is varied, and your attention to detail, customer service mindset, and ability to manage admin tasks will make a real difference in our work.

You should have experience in customer service and administration—ideally in a fast-paced team environment—and be confident using IT systems to input, store, and retrieve data accurately.

Strong written and verbal communication skills are essential, along with the ability to explain complex information clearly to colleagues, customers, and contractors. Being organised, adaptable, and able to work independently is important.

Experience with data handling and report preparation is key, as is the ability to analyse written and numerical information. Knowledge of the commercial waste industry is welcome but not essential, as full training will be provided.

Above all, you'll bring a helpful, professional approach and a genuine interest in supporting internal teams and external customers.

Kensington and Chelsea is home to diverse communities, thriving businesses, and unique local places. Our focus is on supporting residents, strengthening our approach, and creating a fairer borough.

As a responsible Council, we pride ourselves on our daily work, ensuring services are delivered with care and competence. We listen to residents, act with integrity, and work together to build a greener, safer, and fairer borough for all.

This role offers a great opportunity to build your career in a supportive and collaborative team. You'll enjoy a competitive salary, generous annual leave, access to a high-quality pension scheme, and opportunities for professional development.

Employees receive annual salary increases until reaching the top of the pay scale, along with any agreed cost of living pay rises.