Customer Support Officer - On Call in Antrim

Customer Support Officer On-call Location: Antrim / Mossley Mill Duration: Temporary Salary: £15.82 per hour Hours: Varied hours per week, as required to cover holidays and absence Working Pattern: Monday to Friday, between 9:00am and 5:00pm, as required Application Deadline: Monday 16th November at 5pm Apple Recruitment is recruiting on behalf of our public sector client for a Customer Support Officer on an on-call basis. Applicants must be available to work at short notice, be able to work between both sites and adapt quickly to different working environments and priorities. Key Responsibilities Provide a high level of internal and external customer service, taking ownership of customer queries and complaints. Deal with service requests in a timely, efficient, effective, sensitive and courteous manner, respecting confidentiality and the Customer Charter. Operate the telephone switchboard and public address system. Manage and process financial transactions, including online payments, and reconcile and prepare bank lodgements in accordance with procedures. Assist customers with completing service-related forms and encourage the use of self-service options where appropriate. Work with other departments to support the operation of conferencing services. Assist with fire evacuation procedures in partnership with the Health and Safety Manager and Fire Wardens. Process deliveries to the building and inform relevant staff. Ensure the reception area is stocked with up-to-date leaflets and brochures and that reception information files and procedures are current. Put customers in contact with appropriate colleagues or service units where necessary, ensuring relevant information is transferred effectively. Develop knowledge of and promote Council events, services and initiatives, including local tourist attractions, theatres and museums. Use technology to record processes and customer enquiries and provide information to other staff. This may include live chat, telephone, email and face-to-face contact. Implement the Customer Charter by recording, resolving and reporting customer complaints and service requests appropriately. Update the CRM system with customer changes and ensure records are accurate and up to date. Ensure customers receive information leaflets, packs, application forms and other general documents as required. Support the delivery of the consultation plan by conducting surveys and inputting data. Assist with collecting information about service problems and trends. Provide general administrative assistance to the unit as designated by the Customer Services Manager. Essential Criteria Applicants must have: A minimum of five GCSEs, grades A–C, or equivalent, including English and Maths. Consideration may be given to candidates who do not hold these qualifications but can demonstrate four years' experience as detailed below. A minimum of two years' experience in a customer services function, including experience in switchboard, reception and handling payments. A minimum of 12 months' experience dealing with a high volume of calls. A practical approach to problem-solving. The ability to be flexible and adaptable to change. Discretion and compassion when dealing with confidential and sensitive information. Experience using Windows and Microsoft packages, including Word, Outlook and Excel. A full current driving licence or, where a disability prevents driving, access to suitable transport to enable the duties of the post to be carried out in full. Availability to work at short notice and between Antrim Civic Centre and Mossley Mill. Desirable Criteria Previous experience in a customer-facing role, including operating a customer management information system. How to Apply If you wish to apply or would like further information, please email your up-to-date CV to Darcie at darcie.donohoe@applerecruitment.com by 5pm on Monday 16 November 2026. Please ensure your CV clearly demonstrates how you meet the essential qualifications and experience requirements. All details will be treated in the strictest confidence. Apple Recruitment Services is acting as an Employment Business in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.