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Open nowFirst seen 42 hours ago

Customer Services Officer

Fix Space155 open roles

Where
Carmarthen, United Kingdom
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Your applicationOpen nowCustomer Services OfficerFix Space · Carmarthen, United Kingdom

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Share of postings closed within
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  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 42 hours ago

The posting

Customer Services Officer

Temporary Contract

Job Details

Client: Carmarthenshire County Council Service Area: Chief Executives / Contact Centre / Customer Services

Hours: 37 hours per week

Working Pattern: Monday to Friday 08:45 to 17:00

The Contact Centre operates Monday to Friday, 08:30 to 18:00.

Start Date: 01 September 2026 End Date: 31 January 2027

Number of Roles: 4

Location

Client Location: Carmarthenshire County Council County Hall

Carmarthen

Carmarthenshire

SA31 1JP

Candidates may be required to work across different access channels and locations within Carmarthenshire, including rural parts of the county, depending on operational needs.

Pay

PAYE Rate: £13.69 per hour Overtime PAYE Rate: £20.54 per hour Bank Holiday PAYE Rate: £27.38 per hour

Job Overview

Carmarthenshire County Council is seeking Customer Services Officers to join the Customer Services team on a temporary basis.

The role will involve providing an effective link between customers and Council services, dealing mainly with telephone enquiries, but also supporting enquiries through other access channels including face-to-face, digital, email and social media where required.

The successful candidates will help customers access the right information and support at the first point of contact wherever possible. The role will involve supporting customers across a wide range of Council services including Housing Repairs, Refuse and Recycling, Public Protection, Council Tax, Housing Benefits, Homelessness, Debt Recovery, Blue Badge applications, Licensing and other service areas.

Important – Please Read Carefully

This is a Customer Services Officer role within a busy Council Contact Centre / Customer Services environment.

Candidates must have excellent communication and interpersonal skills, a caring and professional approach, strong IT and keyboard skills, and the ability to work accurately in a busy environment.

The role involves recognising and responding positively to customer needs, supporting customers who may be facing challenging circumstances, encouraging customers to use online services where appropriate, and helping customers resolve enquiries at the first point of contact wherever possible.

Candidates must be flexible, proactive and committed to delivering high-quality customer care.

A Standard DBS is required for this role.

Candidates without customer service, contact centre, public-facing, telephone-based, digital enquiry handling, IT or council service support experience are unlikely to be considered.

Key Responsibilities

  • Act as an effective link between customers and Council departments
  • Handle customer enquiries mainly by telephone
  • Support enquiries across face-to-face, email, digital and social media channels where required
  • Promote online services to customers contacting the Council
  • Encourage and support customers to use online services where possible
  • Provide accurate information and assistance to customers
  • Help customers record service requests
  • Assist customers with completing forms and producing clear statements
  • Issue, receive and validate application forms and documents
  • Support customers with amendments and updates where required
  • Handle enquiries relating to Housing Benefits, Council Tax, Housing Repairs and Homelessness
  • Handle enquiries relating to Debt Recovery, Blue Badge applications, Licensing, Refuse and Recycling and Public Protection
  • Resolve enquiries at first point of contact wherever possible
  • Take ownership of customer enquiries
  • Refer customers to Hwb Advisors, other departments or partners where required
  • Identify customers who may benefit from additional financial or wellbeing support
  • Refer customers to the Claim What's Yours initiative where appropriate
  • Remain alert to possible fraudulent claims or documentation
  • Make decisions within established guidelines regarding eligibility for Council services
  • Maintain knowledge of relevant Council services and processes
  • Use Council IT systems and databases to access, input and update information
  • Schedule, monitor and respond to corporate social media content where required
  • Maintain confidentiality and comply with data protection obligations
  • Capture information such as complaints, equalities data, customer satisfaction and footfall
  • Work flexibly across access channels and locations to meet operational demand
  • Assist with on-the-job training for new staff where required
  • Participate in training and staff meetings

Essential Experience & Skills

  • Customer service experience
  • Experience recognising and responding positively to customer needs
  • Experience delivering high-quality customer care
  • Experience dealing with telephone enquiries
  • Experience working with customers across different communication channels
  • Excellent communication skills
  • Excellent interpersonal skills
  • Caring and professional approach
  • Ability to deal sensitively with difficult or challenging situations
  • Ability to support customers from a wide range of backgrounds
  • Good IT skills
  • Excellent keyboard skills
  • Familiarity with a range of IT applications
  • Ability to work accurately in a busy environment
  • Ability to input and update records on IT systems
  • Ability to retrieve and provide information clearly
  • Ability to maintain confidentiality
  • Understanding of data protection requirements
  • Ability to work well within a team
  • Flexible and proactive approach
  • Self-motivated with strong initiative
  • Tactful and diplomatic approach
  • Ability to travel across Carmarthenshire when required

Desirable

  • NVQ Level 3 or equivalent in Customer Care
  • Experience in a contact centre environment
  • Experience within a local authority customer service environment
  • Knowledge of County Council services
  • Knowledge of Council Tax, Housing Benefits, Housing Repairs or Public Protection services
  • Experience retrieving and presenting information from a wide range of sources
  • Experience handling social media enquiries
  • Welsh language skills
  • Experience supporting customers with online service access

Language Requirements

Welsh: Spoken Level 4 / Written Level 2 English: Spoken Level 4 / Written Level 4

Additional Information

A Standard DBS is required for this role.

The successful candidate may be required to travel to provide cover at other sites within Carmarthenshire, including rural areas, and may need to attend events that could involve working outside normal core hours.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference

RQ1763086

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