Frontline Community Hub Customer Care Specialist

Leeds City Council; Leeds; On-site; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Competitive salary

West Yorkshire Pension Fund

Flexible working

Career development

Staff benefits

Job summary

Leeds City Council is hiring a Customer Services Officer to deliver frontline customer support across its Community Hubs and Libraries. You will take ownership of enquiries, provide a courteous service, and work in a rostered, location-flexible environment across Leeds.

The role requires resilient, people-focused individuals who can adapt to changing service delivery and uphold council standards while guiding residents to the right channels and colleagues for complex cases.

Qualifications

• Excellent frontline customer service and communication skills.
• Ability to take ownership of customer enquiries and refer complex cases.
• Flexibility to work across multiple Leeds locations and rosters.
• Awareness of local government issues and services.
• Proficiency with basic IT and information systems.

Responsibilities

• Provide welcoming customer service at Community Hubs and Libraries.
• Resolve most enquiries at drop-in or appointment basis and guide to correct channels.
• Work at varied enquiry positions (seated or standing).
• Maintain knowledge of services and advise on appropriate actions.
• Support self-service systems and maintain tidy display areas.
• Demonstrate and promote council services during visits.

Skills

Flexible working across Leeds

Local government awareness

Own enquiries ownership

Partnership with departments

Promote Community Hubs

Education

Customer Services NVQ Level 2/3

Job description

Leeds City Council is hiring a Customer Services Officer to deliver frontline customer support across its Community Hubs and Libraries. You will take ownership of enquiries, provide a courteous service, and work in a rostered, location-flexible environment across Leeds.

The role requires resilient, people-focused individuals who can adapt to changing service delivery and uphold council standards while guiding residents to the right channels and colleagues for complex cases.