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- Tasks: Be the friendly voice helping customers with housing repairs and maintenance queries.
- Company: Join the City of York Council, dedicated to excellent community service.
- Benefits: Enjoy generous leave, pension scheme, health initiatives, and flexible working options.
- Other info: Great opportunity for career growth and continuous learning.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Passionate about customer service and confident in communication.
The predicted salary is between 24000 - 28000 £ per year.
We are looking for a motivated and customer‑focused Customer Support Officer to join our Repairs and Maintenance service. This role provides the first point of contact for a wide range of customers seeking access to City of York Council’s housing repairs and maintenance services. You will play a vital role in delivering an excellent customer experience, aiming to resolve enquiries at the first point of contact wherever possible, while ensuring customers receive accurate information and appropriate support.
Responsibilities
- Act as the first point of contact for customers via telephone, digital channels, and other contact methods
- Provide high‑quality customer service to resolve enquiries efficiently and professionally
- Arrange suitable repair and maintenance appointments in line with service standards
- Clearly explain relevant policies, procedures, and service options
- Signpost customers to other council or partner services where appropriate
- Deliver a service that meets the individual needs of all customers, including those who may require additional support
- Accurately record customer interactions and updates on council systems
About You / Qualifications
- Passionate about delivering excellent customer service
- Confident communicating with a wide range of customers
- Able to manage multiple enquiries while remaining calm and professional
- Organised, reliable, and attentive to detail
- Comfortable working with digital systems and customer databases
This post is suitable as a job share opportunity. As this role is public facing, applicants will need to demonstrate, at interview, their competency to converse and provide advice and guidance to members of the public, in spoken English to CEFR level C1: Can express themselves fluently and spontaneously, almost effortlessly. Only a conceptually difficult subject can hinder a natural, smooth flow of language.
The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition we also offer a growing range of discounts, rewards and savings.
For further information or an informal discussion please contact Joe McGill Customer Support and Planning Team Leader at joe.mcgill@york.gov.uk
Closing date: Monday 4 May 2026 at 12 midnight
Interview date: Week commencing Monday 11 May 2026
Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.
Customer Support Officer employer: City of York Council
Contact Detail:
City of York Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Officer
✨Tip Number 1
Make sure you know the ins and outs of customer service! Brush up on common queries and issues that customers might face in repairs and maintenance. This way, when you get that interview, you can show off your knowledge and impress them with your readiness to help.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with a variety of customers, it’s crucial to sound confident and clear. Try role-playing with friends or family to get comfortable explaining policies and procedures in a friendly manner.
✨Tip Number 3
Don’t forget to showcase your organisational skills! Think about examples from your past where you managed multiple tasks effectively. Being able to juggle enquiries while staying calm is key, so have those stories ready for your interview.
✨Tip Number 4
Finally, apply through our website! We want to see your application come through directly. It shows you're keen and makes it easier for us to keep track of your progress. Plus, you’ll be one step closer to landing that Customer Support Officer role!
We think you need these skills to ace Customer Support Officer
Some tips for your application 🫡
Show Your Customer Service Passion: When writing your application, let us see your enthusiasm for delivering top-notch customer service. Share examples of how you've gone above and beyond to help customers in the past – we love hearing about those moments!
Be Clear and Concise: Make sure your application is easy to read and straight to the point. Use clear language and avoid jargon. We want to see your communication skills shine through, so keep it professional yet friendly!
Highlight Your Organisational Skills: As a Customer Support Officer, you'll need to juggle multiple enquiries. In your application, mention any experiences where you successfully managed various tasks at once. This will show us you're up for the challenge!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure we receive all your details correctly. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at City of York Council
✨Know Your Customer Service Basics
Brush up on the key principles of excellent customer service. Be ready to discuss how you would handle various customer scenarios, especially those that require patience and understanding. This will show your passion for delivering top-notch service.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and understand the responsibilities. Think about how your previous experiences align with these tasks, especially around managing enquiries and using digital systems. This will help you articulate your fit for the role.
✨Practice Your Communication Skills
Since this role requires confident communication, practice explaining complex policies or procedures in simple terms. You might even want to role-play with a friend to get comfortable with potential questions and responses.
✨Prepare Questions for Them
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and the organisation. You could ask about their approach to customer service or how they support staff development, which aligns with their commitment to continuous learning.