Hybrid Customer Service Advisor (Multi-Channel)

West Sussex County Council; North Bersted, Willenhall; Hybrid; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Laptop provided

25 days annual leave

Local government pension

Discounts via staff platform

Job summary

West Sussex County Council is seeking a Customer Service Officer to deliver high-quality, customer-focused support across phone, email, social media, letters and online forms. The role combines office and home-based work, with regular travel to Council sites and a requirement to work across multiple systems.

The successful candidate will develop broad knowledge across services, responding to diverse needs, with comprehensive training and ongoing development to support a flexible, resilient

Qualifications

• GCSE level or equivalent (or comparable experience).
• Experience in a customer service environment, handling enquiries and prioritising contacts.
• Proven ability to deliver high standards of customer service and professionalism with empathy.
• Strong IT and keyboard skills with MS Office, social media platforms and other systems.
• Excellent verbal and written communication; ability to explain information clearly.
• Strong interpersonal and active listening skills; build positive relationships.
• Ability to communicate sensitively with diverse customers, including non-native English speakers.
• Discretion in handling confidential information.

Responsibilities

• Deliver excellent customer service and resolve majority of enquiries at first contact.
• Respond to enquiries promptly, meeting service standards and response times.
• Handle confidential and sensitive information with care, supporting vulnerable customers.
• Build positive relationships with customers, officers, and partner organisations.
• Record customer information accurately and maintain records per GDPR and policies.
• Process customer payments and ensure accurate transaction recording.
• Identify safeguarding concerns and carry out referrals or warm transfers.
• Work across multiple systems while maintaining accuracy in a fast-paced environment.
• Prioritise competing demands while remaining calm and professional.

Skills

Customer service

IT skills

Communication

Interpersonal skills

Active listening

Handling confidential information

English language support

Education

GCSE level or equivalent

Tools

Microsoft Office

Social media platforms

Job description

West Sussex County Council is seeking a Customer Service Officer to deliver high-quality, customer-focused support across phone, email, social media, letters and online forms. The role combines office and home-based work, with regular travel to Council sites and a requirement to work across multiple systems.

The successful candidate will develop broad knowledge across services, responding to diverse needs, with comprehensive training and ongoing development to support a flexible, resilient