Hybrid Customer Service Specialist

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

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.