Customer Service Officer

West Sussex County Council; United States; Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Laptop provided

25 days annual leave (28 after 5 years

West Sussex Choices discounts

Excellent local government pension

Job summary

West Sussex County Council is seeking a Customer Service Officer to deliver high-quality, customer-focused support across services. You will work in a multi-skilled team, gaining broad knowledge and providing compassionate responses to diverse needs.

The role blends office and home-based work, with regular telephone contact and the ability to handle complex situations while maintaining accuracy and service standards.

Qualifications

• GCSE level or equivalent, or demonstrable comparable experience.
• Experience in a customer service environment with enquiries and issues.
• Ability to maintain high professionalism handling sensitive situations with empathy.
• Strong IT skills and keyboard proficiency; familiarity with MS Office and various systems.
• Clear spoken and written communication, with ability to explain complex information.

Responsibilities

• Deliver excellent customer service, resolving many enquiries at first contact across services.
• Respond promptly to residents, professionals and colleagues within service standards.
• Handle confidential information with care, including vulnerable customers.
• Build positive relationships with customers, officers and partners for effective delivery.
• Record customer information accurately and maintain GDPR-compliant records.
• Process customer payments and ensure accurate transaction records.
• Escalate safeguarding concerns and service issues per policy.
• Refer to specialist support or warm transfer where appropriate.
• Work across multiple systems while managing interactions in a fast-paced setting.
• Prioritise competing demands calmly and professionally.

Skills

Customer service experience

Empathy

Verbal & written communication

IT skills

Active listening

Interpersonal skills

English language proficiency

Handling sensitive information

GDPR awareness

Education

GCSE level or equivalent

Tools

Microsoft Office

Job description

Regular attendance at your designated base office is mandatory, alongside home working in line with agreed working arrangements. The role also requires occasional travel to other West Sussex County Council sites across the county. As some locations may not be easily accessible by public transport, flexibility to travel is essential. Pool cars and bikes are available for business use. Working arrangements will be discussed as part of the recruitment process; however, candidates must be able and willing to meet the hybrid working requirements of the role. About the Job As a Customer Service Officer, you will play a vital role in delivering a high quality, customer focused service that aligns with our Customer Promise and supports West Sussex residents, Council officers, and partner professionals. As a multi-skilled team member, you will develop broad knowledge across a variety of services, ensuring customers receive accurate and compassionate support. Through comprehensive training and ongoing development, you will build the knowledge and skills needed to confidently respond to diverse customer needs and contribute to a flexible, resilient service. No two days are the same in our Customer Service Centre. You'll thrive in a fast-paced environment where every interaction is an opportunity to make a positive difference.

Key responsibilities

• Deliver excellent customer service, aiming to resolve the majority of enquiries at the first point of contact across a range of West Sussex County Council services.
• Respond to enquiries from residents, professionals, and colleagues promptly and professionally, meeting agreed service standards and response times.
• Handle confidential and sensitive information with care, including supporting customers who may be vulnerable or presenting with mental health needs.
• Build and maintain positive working relationships with customers, Council officers, and partner organisations to ensure effective service delivery.
• Accurately record customer information and maintain records in line with GDPR requirements and Council policies.
• Process customer payments and ensure transactions are recorded correctly.
• Identify and escalate safeguarding concerns and service issues appropriately, following relevant policies and procedures.
• Recognise when specialist support is required and carry out effective referrals or warm transfers to ensure customers receive the right assistance.
• Work confidently across multiple systems while managing customer interactions, maintaining accuracy and engagement in a fast-paced environment.
• Prioritise competing demands effectively, remaining calm, professional, and customer-focused when dealing with complex situations and sensitive enquiries.

We are looking for a professional, motivated, and customer focused individual who enjoys helping people and solving problems. This is a hybrid role, and the ability to work effectively across both office and home-based environments is a requirement. The role involves regular telephone contact, managing competing priorities in a busy environment, and periods of sustained desk-based work.

Qualifications

• Educated to GCSE level or equivalent, or able to demonstrate comparable experience.
• Experience in a customer service environment, handling enquiries, resolving issues, and effectively prioritising customer contacts.
• Proven ability to deliver high standards of customer service and professionalism, including managing sensitive or complex situations with empathy.
• Strong IT and keyboard skills, with experience using Microsoft Office applications, social media platforms, and other systems to support service delivery.
• Excellent verbal and written communication skills, with the ability to explain complex or technical information clearly and effectively.
• Strong interpersonal and active listening skills, with the ability to build positive relationships with customers and colleagues.
• Ability to communicate sensitively and professionally with a diverse range of customers, including vulnerable individuals, those with mental health needs, and people for whom English is not a first language.
• Skills to handle confidential and sensitive information with discretion, professionalism, and integrity.

We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.

Benefits

• A laptop and mobile will be supplied if applicable to your role.
• You will benefit from 25 days annual leave, rising to 28 days after 5 years' service (pro rata for part time) plus the opportunity to buy additional leave and an excellent local government pension scheme
• A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.