At a Glance
- Tasks: Deliver outstanding customer service and support residents with their housing enquiries.
- Company: Join Cheltenham Borough Council and make a real difference in your community.
- Benefits: Enjoy flexible working, generous holidays, and a great pension scheme.
- Other info: Dynamic role with opportunities for learning, development, and volunteering.
- Why this job: Be the first point of contact and help improve lives in your local area.
- Qualifications: GCSEs in Maths and English, excellent communication skills, and customer care experience.
The predicted salary is between 26824 - 28142 £ per year.
Are you passionate about delivering outstanding customer service and making a real difference in your community? Cheltenham Borough Council has an exciting Customer Service Officer opportunity!
Location: Hesters Way Community Resource Centre, Cheltenham, GL51 7SU
Salary: £26,824 - £28,142 per annum (pay award pending wef 1 April 2026)
Job Type: Fixed Term Contract, Full-Time
Closing Date: 31 May 2026
Customer Service Officer - The Role
As a Customer Service Officer, you'll be the first point of contact for a wide range of enquiries across our housing services. Whether you're resolving issues over the phone, responding to emails, or helping residents via our online portal, you'll play a key role in delivering a seamless, respectful and high-quality service. Working closely with our supportive Customer Services Team, you'll handle every interaction with efficiency, empathy and a focus on first-time resolution.
Customer Service Officer - Key Responsibilities
- Provide consistent high-quality customer service to tenants, residents, stakeholders and third parties via telephone, email and customer portal
- Process customer requests and queries from various sources, ensuring appropriate prioritisation and detailed record-keeping on our housing management system
- Respond professionally to customers, including those displaying challenging behaviour, and report incidents to your Team Leader
- Maintain customer confidentiality and comply with GDPR and safeguarding responsibilities
- Use our contact centre telephony system effectively, responding to real-time call handling data
- Administer and monitor the customer web portal, customer relations email inbox and out of hours service reports
- Process customer payments, incoming and outgoing mail, compliments, comments and complaints
- Support the Customer Service Team Leader with monitoring customer satisfaction and performance indicators
- Deputise for the Customer Services Team Leader as required
Customer Service Officer - You
- GCSEs at grades 5-9 or equivalent, including Maths and English
- Excellent customer care skills with strong oral and written communication abilities
- Proficient with Microsoft Office packages (Outlook, Word, Excel, PowerPoint) and high-level keyboard skills
- Experience with CRM systems and maintaining computerised customer records
- Ability to prioritise workload, remain calm under pressure and handle confidential information
- Knowledge and understanding of equality, diversity and safeguarding principles
- Desirably, previous experience in a similar role within social housing or a contact centre environment
Benefits
- An excellent pension scheme. You will be eligible to join the Local Government Pension Scheme (LGPS)
- A generous holiday entitlement of 26 days (pro rata) rising to 31 days (pro rata) after five years (excluding Bank Holidays)
- A flexible and agile working environment. We aim to provide opportunities to work from home or elsewhere and offer flexibility in working hours
- A comprehensive programme of learning and development
- Two days (pro rata) paid time off for volunteering
- Enhanced maternity and paternity schemes
- Access to free counselling services
- Upon successful completion of your probation period, you will then have access to our Healthcare Cashback Plan
- A cycle to work scheme
- Low-cost town centre parking
- A commitment to employee wellbeing
Housing & Community Customer Service Officer (Hybrid) employer: Cheltenham Borough Council
Cheltenham Borough Council is an exceptional employer, dedicated to fostering a supportive and inclusive work culture that prioritises employee wellbeing and community impact. With a flexible hybrid working model, generous holiday entitlement, and a commitment to professional development, employees are empowered to grow while making a meaningful difference in the lives of residents. Join us at Hesters Way Community Resource Centre, where your contributions will be valued and rewarded in a vibrant community-focused environment.
Contact Details:
Cheltenham Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Housing & Community Customer Service Officer (Hybrid)
✨Tip Number 1
Get to know the company! Research Cheltenham Borough Council and their community initiatives. This will help you tailor your conversations during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle challenging situations or difficult customers. Role-playing these scenarios with a friend can boost your confidence and prepare you for real-life interactions.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even give you a heads-up about the interview process or what the team is really like.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to the community.
We think you need these skills to ace Housing & Community Customer Service Officer (Hybrid)
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your enthusiasm for delivering outstanding customer service. We want to see how you can make a real difference in the community, so share any relevant experiences that showcase your commitment to helping others.
Tailor Your Application:Don’t just send out a generic application! Take the time to tailor your CV and cover letter to match the job description. Use keywords from the listing to demonstrate that you understand the role and are a perfect fit for our team.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences. Avoid fluff and focus on what makes you the best candidate for the role.
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way to ensure your application gets into the right hands and allows us to review your details efficiently!
How to prepare for a job interview at Cheltenham Borough Council
✨Know Your Customer Service Basics
Brush up on the key principles of outstanding customer service. Be ready to discuss how you would handle various scenarios, especially those involving challenging behaviour. Think about examples from your past experiences that showcase your ability to resolve issues efficiently and empathetically.
✨Familiarise Yourself with the Role
Dive deep into the job description and understand the responsibilities of a Customer Service Officer. Prepare to explain how your skills align with their needs, particularly in areas like using CRM systems and maintaining customer records. This shows you're not just interested in the role but have done your homework.
✨Practice Your Communication Skills
Since this role requires strong oral and written communication, practice articulating your thoughts clearly. You might even want to rehearse common interview questions with a friend or family member. This will help you feel more confident and articulate during the actual interview.
✨Show Your Passion for the Community
Demonstrate your enthusiasm for making a difference in the community. Think of specific examples where you've contributed positively, whether through volunteering or previous work experiences. This will resonate well with the interviewers and show that you genuinely care about the role.
