Customer Services Officer

Customer Services Officer

📍 City of Wolverhampton Council - Civic Centre (Training Period) / Hybrid Working

💰 £13.69 per hour

🕒 Monday to Friday, 9:00am - 5:00pm

Join City of Wolverhampton Council and Make a Difference to Your Community

Are you passionate about delivering outstanding customer service? Do you enjoy helping people and solving problems over the phone? If so, we have an exciting opportunity to join the Customer Engagement and Registrars Team as a Customer Services Officer.

This is a fantastic opportunity to work for one of the region's leading local authorities, supporting residents with enquiries relating to the Council's new food waste collection service and Green Bin subscription renewals.

You'll be the first point of contact for customers, providing a friendly, professional, and efficient service while ensuring enquiries are resolved as quickly as possible.

What You'll Be Doing

As a Customer Services Officer, you'll provide a high-quality customer experience through telephone, email, and digital channels. Your responsibilities will include:

Handling inbound customer enquiries regarding food waste collections and Green Bin renewals.
Providing accurate information and advice on Council services.
Resolving customer queries at the first point of contact wherever possible.
Updating and maintaining customer records using internal systems.
Investigating, tracking, and following up enquiries when required.
Escalating complex enquiries to specialist teams when appropriate.
Working collaboratively with colleagues across various Council departments.
Ensuring all service standards and performance targets are met.
Supporting continuous service improvement through customer feedback and suggestions.
Delivering a professional and positive experience for every resident you assist.

What We're Looking For

We're keen to speak with candidates who have strong customer service experience, particularly within a telephone-based environment.

You'll ideally have:

✅ Previous customer service experience.

✅ Excellent telephone communication skills.

✅ Strong listening and problem-solving abilities.

✅ The ability to remain calm and professional when dealing with a variety of enquiries.

✅ Good IT skills and confidence using multiple computer systems.

✅ Strong organisational skills and attention to detail.

✅ The ability to work effectively as part of a team.

✅ A positive, customer-focused approach.

Experience within a contact centre, call centre, local authority, public sector, utilities, housing, or administrative environment would be advantageous, but is not essential.

Training & Working Arrangements

Full training provided.
Initially based at the Civic Centre in Wolverhampton for approximately 4 weeks whilst training is completed.
Following successful training, the role will move to a hybrid working arrangement.
Standard working hours of 9:00am to 5:00pm, Monday to Friday with no weekend work.

Why Apply?

⭐ Competitive pay rate of £13.69 per hour

⭐ Monday to Friday working pattern

⭐ Hybrid working after training

⭐ Opportunity to gain valuable local government experience

⭐ Supportive team environment

⭐ Make a positive impact within the local community

If you enjoy helping people, delivering exceptional customer service, and want to work for a respected local authority, we'd love to hear from you.

Apply today and become part of City of Wolverhampton Council's customer-focused team