About Us
At City Hall, we take immense pride in supporting Norwich residents, businesses, and visitors. Our customer contact team handle a wide range of queries, including Council Tax, Benefits, Housing, and Waste Management. While many customers access services online, we provide additional assistance via telephone, email, or face-to-face interactions.
Role Overview
As a member of our team, you’ll be the first point of contact for customers seeking help. We strive to deliver exceptional service by understanding our customers’ perspectives and ensuring we get things right the first time, every time. Our dynamic team environment means there is always something new to learn, and the days fly by.
Based at City Hall in Norwich City Centre for training and consolidation before moving onto a hybrid working pattern. 21 hours per week to include Mondays and Fridays (shifts to be agreed).
Key Responsibilities
* Manage customer queries on various topics
* Provide assistance through multiple channels: phone, email, and in-person.
* Log queries while actively listening and researching answers.
* Handle multiple software packages simultaneously.
* Maintain patience and composure with frustrated or confused callers.
* Diffuse heightened emotions and provide clear, empathetic support.
Requirements
* Experience in a fast-paced, customer-focused environment.
* Strong multitasking skills and the ability to think on your feet.
* Patience and self-assurance when dealing with diverse customer needs, including those with disabilities or language barriers.
Opportunities
* This role is a stepping stone within the council, with many team members advancing to other opportunities. We value diversity and strive to create an inclusive environment where everyone can thrive.
Why Join Us
* Be part of a supportive and dynamic team.
* Engage with a wide range of people and make a positive impact.
* Enjoy a workplace that values diversity and inclusivity.
Closing date for applications: 25 August 2025
Interviews: Week commencing 1 September 2025
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
* All employees are eligible to join the Local Government Pension Scheme (LGPS)
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support
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