Service Support Officer

Southampton City Council; Southampton; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Excellent local government pension

Generous holiday 25-34 days

Flexible working options

Training and development

Health and wellbeing support

Job summary

Southampton City Council’s Service Centre is hiring Service Support Officers to be the first point of contact for residents, tenants and businesses. You will resolve queries, signpost customers and ensure requests are handled efficiently across multiple channels.

You will work in a fast-paced, customer-focused environment with strong emphasis on accuracy, teamwork and our values of trust, pride, respect and accountability.

Qualifications

• Experience in frontline customer service.
• Strong communication and interpersonal skills.
• Ability to work across multiple channels and teams.

Responsibilities

• Be the first point of contact for customers and service areas.
• Resolve queries and signpost customers to appropriate services.
• Ensure service requests are logged, tracked and completed accurately.
• Deliver high-quality service aligned with council values.

Skills

Customer service

Communication

Teamwork

Attention to detail

Digital channels

Job description

We have an exciting opportunity for motivated and people focused individuals to join our Service Centre as a Service Support Officer. Both full and part time roles are available. Part time hours available are:

Monday and Thursday 8.30am to 5.00pm and Friday 8.30am to 4.30pm (totalling 22 hours)

Make a Real Difference Every Day

The Service Centre plays a crucial role in supporting residents, tenants and businesses with the services they rely on. We believe in teamwork, kindness and empathy, ensuring every interaction is completed efficiently and with care, treating others as we would like to be treated. This mission shapes how we serve our customers and how we work together every day.

About the Role

As a Service Support Officer, you will be the first point of contact for our customers and service areas. You will resolve queries, signpost customers and ensure all service requests are handled efficiently.

You’ll ensure that you:

• Take ownership, have excellent attention to detail and get things right first time
• Communicate clearly, confidently and consistently with customers
• Deliver outcomes reflecting commitment to our council values: trust, pride, respect and accountability
• Work across multiple channels, embracing a digital first culture

What We’re Looking For

We are seeking someone who:

• Thrives working in a fast paced environment
• Is passionate about delivering excellent service to their customers
• Enjoys working in a team and is good at building positive working relationships
• Takes ownership, bringing curiosity, creativity and a ‘can do’ attitude

Our Commitment to You

At Southampton City Council, we are proud and passionate about our city, its people, and its future. When you join our Service Centre, you become part of a team dedicated to helping residents live safe, healthy and independent lives, delivering services that make a positive difference every day.

What we can offer you:

Here at SCC we have a range of different benefits, a few examples can be found below.

• Excellent local government pension with 15.2% employer contribution
• Generous holiday 25-34 days, based on role and service
• Flexible working options (role-dependent)
• Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
• Training and development, including coaching and mentoring
• Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
• Veteran-friendly employer with the Armed Forces Covenant
• Retail discounts and savings through the Southampton City Council benefits platform
• Discounted memberships at local sports and fitness centres
• Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
• Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
• Employee volunteering scheme with 2 paid days leave to volunteer

For further information on our benefits package please visit : Employee benefits (southampton.gov.uk)

Interview Information

The selection process will include a short telephone interview as part of shortlisting, followed by a formal interview.

Contact details for informal discussion:

For further information and details regarding the position please contact [e-mail] or [e-mail]

Recruitment contact details:

Email: [e-mail]
Tel: [phone]
For more information about SCC please visit Southampton City Council Follow us on social media for regular updates on our featured jobs and latest news.
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