Service Support Officer

Southampton City Council; Southampton; On-site; GBP 24,000 - 28,000; Full time

Job summary

Join Southampton City Council as a Service Support Officer, playing a key role in delivering excellent customer service. You will be the first point of contact for customers, ensuring all inquiries are managed effectively. This role offers opportunities for personal development and career growth within a supportive environment, serving the vibrant community of Southampton.

Benefits

Generous local government pension scheme

Hybrid working arrangements

25 days annual leave plus bank holidays

Online benefits and discounts

Great local transport links

Employee assistance programme

Qualifications

• Passion for helping people and ability to build rapport.
• Experience working in a fast-paced customer service environment is desirable.

Responsibilities

• Act as the first point of contact for customers and service areas.
• Resolve queries, signpost customers, and handle service requests efficiently.
• Promote digital channels and utilize customer feedback for service improvement.

Skills

Customer service

Communication

Attention to detail

Empathy

Job description

Are you passionate about delivering excellent customer service?

Are you good at building positive working relationships?

Do you want to make a difference?

Do you enjoy working in a fast-paced environment?

If the answer is yes, we would like you to join us at Southampton City Council as a Service Support Officer in our Service Centre. We have permanent, full-time positions and several fixed term contract opportunities, with potential to be made permanent.

Our Service Support Officers are the first point of contact for all our customers and service areas. As a Service Support Officer, you will communicate well and take ownership to deliver excellent customer service. You will be the first point of contact for our customers, resolving queries, signposting people to the right place and ensuring all service requests are handled efficiently.

Our Service Support Officers work collaboratively across multi channels to maintain a high-quality service to all our customers. This is a fast-paced role in which high attention to detail is crucial in getting things right for our customers. We pride ourselves on listening to our customers and putting them at the heart of everything we do, so we want you to have a passion for helping people, with an ability to listen and show empathy to build rapport with your customers. This is a great role if you want to make a difference to people’s lives and get involved in a wide range of services that support the city of Southampton.

We constantly want to improve how we serve our customers so we ask you to promote our digital channels and use customer feedback to identify how we can ensure our customer journeys stay easy, effective and convenient.

As a crucial part of the team we will train, coach and support you to be the best you can be and there are many opportunities to develop your career with Southampton City Council.

We have vacancies in supporting our services from our office at the Civic centre and at our City Depot. This is a full time, office-based role.

What we can offer you:

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

• A generous local government pension scheme.
• Hybrid working arrangements (role dependant).
• 25 days annual leave (pro rata), plus bank holidays.
• Online Benefits – salary sacrifice schemes, benefits and discounts.
• Great local transport links.
• Employee assistance programme with access to our health wellbeing and support.

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

Contact details for informal discussion:

For further information and details regarding the Service Support Officer please contact Louise Child on

[e-mail].

Interview Information:

To help us shortlist we will conduct a short telephone interview week commencing 16^thJune 2025.

Interviews will take place on Tuesday 24^thJune and Thursday 26^thJune.

Recruitment contact details:

Email: [e-mail]
Tel: [phone]

For more information about SCC please visit Southampton City CouncilFollow us on social media for regular updates on our featured jobs and latest news.
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