Hybrid Customer Service Officer — Multichannel Support

Sheffield City Council HQ; Sheffield; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Sheffield City Council HQ is seeking experienced Customer Service Officers to join the Core Customer Hub. You will help residents, communities and businesses access information and services across phone, in-person, and online channels, handling diverse enquiries and medium-complexity requests.

You will work in a rota-based, hybrid environment from home and office, supporting back-office processes and face-to-face interactions.

Qualifications

• Clear and confident verbal and written communication.
• Active listening and effective questioning.
• Sound problem-solving skills and the ability to make decisions within guidance.
• Confidence using digital systems and maintaining accurate customer records.
• Ability to organise and prioritise workload and meet service standards.
• Attention to detail and understanding of confidentiality and data protection.
• Demonstrates teamwork and the ability to build working relationships.
• Commitment to courteous, inclusive and customer-focused services.

Responsibilities

• Respond to a broad range of enquiries across telephone, digital, written, back-office and face-to-face channels.
• Resolve straightforward and medium-complexity enquiries using knowledge and agreed options.
• Process applications, service requests, submissions and supporting evidence accurately.
• Use service-specific systems to update records and progress cases.
• Provide clear information, guidance and signposting, aiming to resolve at first contact.
• Triaged enquiries and handed over to Linked Services as needed.
• Handle financial transactions and support relevant appeals or enforcement processes.
• Manage challenging interactions professionally with appropriate de-escalation.

Skills

Clear communication

Active listening

Problem-solving

Digital literacy

Organisational skills

Attention to detail

Teamwork

Customer-focused

Job description

Sheffield City Council HQ is seeking experienced Customer Service Officers to join the Core Customer Hub. You will help residents, communities and businesses access information and services across phone, in-person, and online channels, handling diverse enquiries and medium-complexity requests.

You will work in a rota-based, hybrid environment from home and office, supporting back-office processes and face-to-face interactions.