One of my local government clients is seeking an enthusiastic and customer-focused Customer Service Officer to join our multi-skilled Customer Service Team. This role plays a key part in delivering excellent service to residents, businesses, and visitors through multiple contact channels including telephone, online, and face-to-face interactions.
About the Role
As the first point of contact for customers, you will provide accurate information, process service requests, and ensure queries are resolved promptly and professionally. Working as part of a flexible and supportive team, you will help ensure consistent service delivery and a positive customer experience across all access channels.
Key Responsibilities
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Act as the first point of contact for customers, providing excellent service across phone, online, and face-to-face channels
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Log, process, and monitor customer service requests using the Council’s CRM system, ensuring accurate and timely updates
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Proactively and sensitively resolve customer issues and complaints at the earliest opportunity, escalating when appropriate
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Support councillors with the reporting and management of casework enquiries
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Follow standardised processes for service request reporting and resolution in line with departmental guidelines
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Provide consistent, high-quality customer service while maintaining a strong understanding of Council services and procedures
About You
You will be an effective communicator with strong interpersonal skills, capable of working confidently in a busy, customer-focused environment. You should be adaptable, empathetic, and committed to delivering high-quality service to residents and colleagues.
Essential Skills and Experience
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Experience working within a local authority or Council environment – this is essential or highly desirable
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Previous experience in a customer service or public-facing role
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Strong IT skills, including experience using CRM systems and the Microsoft Office suite
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Ability to manage multiple enquiries effectively and maintain accurate records
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Excellent communication, problem-solving, and organisational skills
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A positive, professional, and customer-centred approach
If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd