Impactful Customer Service Specialist (Hybrid)

Oxfordshire County Council; Oxford; On-site; GBP 24,000 - 28,000; Full time

Job summary

A local government authority in Oxfordshire seeks a Specialist Customer Service Officer to provide first-contact support for residents. You will be responsible for addressing inquiries, processing referrals for adult social care, and managing sensitive situations with professionalism. The role requires excellent communication skills, a strong desire to help, and experience in customer service. This position offers hybrid working with training opportunities and generous benefits including annual leave and pension contributions.

Benefits

Flexible working culture

Great learning and development opportunities

Employee Assistance Programme

Qualifications

• Experience in handling challenging conversations by phone and email.
• Ability to manage workload across multiple channels.
• Confident in making decisions independently and when to escalate.

Responsibilities

• Respond to customer enquiries via phone, email, and web referrals.
• Make outbound calls to follow up on enquiries.
• Identify safeguarding concerns for appropriate escalation.

Skills

Customer service experience

Effective communication

Problem solving

Patience

Education

Minimum of 5 GCSEs (Grades A*-C / 4 or above)

Tools

Microsoft Office

Digital communication tools

Job description

A local government authority in Oxfordshire seeks a Specialist Customer Service Officer to provide first-contact support for residents. You will be responsible for addressing inquiries, processing referrals for adult social care, and managing sensitive situations with professionalism. The role requires excellent communication skills, a strong desire to help, and experience in customer service. This position offers hybrid working with training opportunities and generous benefits including annual leave and pension contributions.