Hybrid Customer Care Specialist

West Sussex County Council; Bognor Regis; Hybrid; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Laptop and mobile provided

25 days annual leave (28 after 5 years

West Sussex Choices discounts

Local government pension scheme

Job summary

West Sussex County Council is seeking a proactive Customer Service Officer in Bognor Regis. You will deliver friendly, professional support across phone, email, social media and online forms to residents and professionals.

The role is hybrid with flexible working, 37 hours per week, and a salary of £30,515–£33,119 per annum. You'll handle enquiries, adhere to GDPR, and provide compassionate service in a busy environment.

Qualifications

• GCSE level or equivalent, or demonstrable comparable experience.
• Experience in a customer service environment, handling enquiries and resolving issues.
• Ability to deliver high standards of customer service, including handling sensitive situations with empathy.
• Strong IT and keyboard skills, with experience using Microsoft Office and social media platforms.
• Excellent verbal and written communication, ability to explain complex information clearly.

Responsibilities

• Deliver excellent customer service at first point of contact across multiple channels.
• Respond promptly and professionally to enquiries, meeting service standards.
• Handle confidential information with discretion, including vulnerable customers.
• Build positive relationships with customers, officers, and partner organisations.
• Accurately record customer information and maintain GDPR-compliant records.
• Process customer payments and ensure accurate transactions.
• Escalate safeguarding concerns and service issues per policies.
• Refer to specialist support or make warm transfers as needed.
• Work across multiple systems maintaining accuracy in a fast-paced environment.

Skills

Customer service

Problem solving

Communication

IT skills

MS Office

Social media

Multitasking

Empathy

Data handling

Education

GCSE level or equivalent

Tools

CRM systems

Job description

West Sussex County Council is seeking a proactive Customer Service Officer in Bognor Regis. You will deliver friendly, professional support across phone, email, social media and online forms to residents and professionals.

The role is hybrid with flexible working, 37 hours per week, and a salary of £30,515–£33,119 per annum. You'll handle enquiries, adhere to GDPR, and provide compassionate service in a busy environment.