Customer Service Officer

We use cookies on this site to enhance your user experience By clicking the Accept button, you agree to us doing so. Accept No, thanks Skip to main content Main navigation My B&D Logout Search Search Services Help improve your council website! We're redesigning our website and we'd love your help! Whether you've got two minutes or twenty, every piece of feedback helps us create a better experience. See the surveys available right now Hide Customer Service Officer Apply online About this job We are looking for enthusiastic, customer-focused individuals to join our award-winning Customer Services team as a Customer Service Officer. As a Customer Service Officer, you will play a key role in delivering high-quality services to residents, acting as the first point of contact for a wide range of enquiries and helping customers access the support they need. Working in a fast-paced, fully remote environment, you will provide professional, efficient and empathetic customer service across multiple channels, including telephone, email, webchat and social media. You will be responsible for handling a diverse range of enquiries, from straightforward requests to more complex and sensitive issues, taking ownership of customer interactions and ensuring enquiries are resolved wherever possible at first contact. Where required, you will liaise with internal departments and specialist teams to secure the best outcomes for residents and ensure issues are resolved promptly and effectively. A key element of the role will involve supporting vulnerable residents and customers with differing needs. You will demonstrate empathy, patience and professionalism while identifying the most appropriate support, guidance or referral services available. As part of a modern, forward-thinking Customer Services team, you will actively promote digital services, helping customers access online tools and encouraging self-service where appropriate. You will use a range of systems and technologies to manage customer interactions, record information accurately, and contribute to a seamless customer experience. This role offers the opportunity to make a real difference to residents every day while contributing to the ongoing transformation of customer services. We are committed to innovation, continuous improvement and embracing new technologies, including AI-enabled service solutions, to enhance the customer experience and improve service delivery. In addition to delivering excellent customer service, you will contribute ideas, feedback and solutions that help shape the future of our services. We value creativity, innovation and a willingness to challenge existing ways of working to improve outcomes for both customers and colleagues. Please note: This position is offered on a fixed-term basis for an initial period of 5 months, with the possibility of extension for a further 12 months, subject to business needs. The role is full-time and fully home-based. Special requirements for this post To be successful, you must have: A dedicated and suitable workspace within your home. Reliable high-speed broadband/Wi-Fi capable of supporting voice and digital customer interactions.  The ability to work independently while remaining connected to a supportive virtual team environment. A commitment to maintaining confidentiality and information security when working remotely. Council equipment will be provided. About you Are you passionate about delivering exceptional customer service and making a real difference to residents' lives? We're looking for enthusiastic, customer-focused individuals to join our growing Customer Services team as Customer Service Officers. This is not your typical contact centre role. As a Customer Service Officer, you will be at the heart of helping residents access a wide range of council services, providing advice, guidance and support through multiple channels including telephone, email, webchat, social media and digital platforms. Ever