Overview
How you’ll make a difference
As a Customer Care Officer, you will manage a significant volume of calls and emails, directing customers to resolve their enquiries and providing guidance and support.
The Contact Centre operates in a dynamic environment managing a wide range of enquiries for different services, including booking Registrar appointments, renewing library books, and dealing with Waste and Recycling and StreetCare enquiries.
What you will be doing
- As the first point of contact for customers, you will offer advice, assist with requests and direct enquiries to the relevant departments.
- It will be key for you to collect and check customer information, to ensure that effective solutions are achieved.
- You will be expected to address customer complaints as they arise, while referring more complex issues for appropriate resolution.
- Daily, you will be adhering to council service standards, policies and procedures, keeping updated with any subsequent changes.
- Working as a team, you will help maintain high levels of service through effective information sharing and accurate record keeping.
What we need from you
- It is essential you have experience in handling customer enquiries in a contact centre or customer service environment, dealing with high volumes of queries.
- Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification.
- It is important that you can demonstrate strong initiative and judgment, to identify problems and raise them with the service areas as appropriate.
- Given the elements of this role, you need to have the ability to listen and establish a rapport with customers, understanding their needs and managing expectations.
What you need to know
- The Contact Centre Officer role is not face-to-face, and all customer contact is predominately via telephone, email and social media.
- All applications will be initially reviewed and if you are shortlisted, you will be invited to complete a short psychometric assessment. If you are successful through this stage, you will be invited to an in person interview.
Interviews will be held on 28th and 29th October 2025.
How a career at South Gloucestershire Council is different
- We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
- We trust our team to work in the way which allows them to make the biggest difference and we continue to invest in technology to help staff do their jobs to the best of their ability and celebrate innovation.
- We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.
Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.
- We’re building and shaping communities which people are proud of.
- We’re planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
- We’re providing essential services across our communities to ensure they are safe and well maintained.
We’ve achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.
We’re making a difference, be part of it!
To view the full job description, please click this link: Customer Care Officer Hay11 – Job Description
