Customer Services Officer
Central London (1 day per week in the office)
Permanent role | £28,000 – £30,000 per annum (depending on experience)
Goodman Masson are delighted to be parterning exclusively with a long-established not-for-profit organisation who are seeking a passionate and professional Customer Services Officer to join their friendly and supportive Customer Services team in Central London.
This is a fantastic opportunity to make a genuine difference by supporting members of the public with a wide variety of legal enquiries — providing accurate information, signposting them to the right services, and ensuring every interaction is handled with care, empathy, and professionalism.
What You’ll Be Doing
Handling a high volume of inbound calls, emails, and online enquiries from members of the public.
Listening carefully and identifying how best to support each caller — whether by providing information, guidance, or signposting to external organisations.
Providing clear, accurate, and timely information using a range of internal systems and resources.
Assisting users with technical support for online services and maintaining accurate records in the organisation’s database.
Responding to a variety of correspondence across multiple channels — phone, email, webchat, social media, and post.
Managing sensitive and sometimes complex enquiries with patience and understanding.
Staying up to date with organisational changes and developments to ensure advice remains accurate and relevant.
What We’re Looking For
Proven call-handling or contact centre experience, ideally in a busy, high-volume environment.
Exceptional communication skills — you’re calm, clear, and confident whether speaking to the public or writing emails.
Strong IT and administrative skills, including proficiency with databases and Microsoft Office.
A team player with excellent attention to detail and the ability to manage competing priorities.
Empathetic, resourceful, and customer-focused, with a genuine passion for helping people.
The Offer
Salary: £28,000 – £30,000 (depending on experience) plus pension and other benefits
Contract: Permanent, 5 days a week
Hybrid working: 1 day per week in the office (Central London)
Join a dedicated, welcoming team that handles a large volume of varied public enquiries each day — all with a shared mission to provide exceptional service and support to the community
The main focus of this role is handling a high volume of incoming calls.
If you’re interested, please send over your updated CV, making sure to clearly highlight your call-handling experience under each relevant role — in bullet point format.
It’s important that this experience isn’t just summarised in your profile or overview section — the hiring team specifically wants to see detailed examples of managing and redirecting a high volume of calls within each position you’ve held.
The organisation are looking to start this candidate immediately so please do send your updated CV to my email address at as soon as you can to maximise your chances of being selected for interview which will be via Microsoft Teams