How You'll Make a Difference
As a Customer Care Officer, you will manage a high volume of calls and emails, supporting customers by resolving enquiries and providing clear guidance and advice.
The Contact Centre operates in a fast-paced, customer focused environment, handling a wide range of enquiries across multiple services. These include booking registrar appointments, renewing library materials and responding to waste, recycling and StreetCare enquiries.
What You Will Be Doing
* As the first point of contact for customers, you will provide advice, support requests and direct enquiries to the relevant departments.
* You will handle customer complaints as they arise, resolving straightforward issues and escalating more complex matters for appropriate action.
* A key part of the role is accurately collecting and validating customer information to ensure effective and timely resolutions of enquiries.
* You will work in line with council service standards, policies and procedures, keeping up to date with any changes.
* Working collaboratively as part of a team, you will help maintain high levels of customer service through effective information sharing and accurate record keeping.
What We Need From You
* Experience of handling customer enquiries in a contact centre or customer service environment, managing a high volume of queries efficiently.
* Strong initiative and sound judgment, with the ability to identify issues and appropriately escalate them.
* Excellent listening and communication skills, enabling you to build rapport with customers, understand their needs and manage expectations effectively.
* Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification.
What You Need To Know
* The role is not face-to-face; all customer contact is predominately via telephone, email and social media.
* All applications will be initially reviewed. If shortlisted, you will be invited to complete a short psychometric assessment. Successful candidates will then be invited to an in‑person interview.
Interviews will be held week commencing 1st June 2026.
How a Career At South Gloucestershire Council Is Different
* We value our staff as individuals, investing in their careers and offering extensive training and development.
* We trust our team to work in ways that allow them to make the biggest difference, investing in technology to help staff perform at their best.
* We welcome applications from everyone and ensure that individuals are promoted and developed on the basis of merit and ability.
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