Customer Service Representative in Havant

We are seeking a Customer Service Advisor to join our onsite team at Havant Borough Council. This highly diverse role involves working closely with the public to deliver outstanding service and enhance the community's interaction with their local authority.

What We Offer

• A competitive salary
• Generous Leave Allowance
• Free Parking
• Support for your continuous professional development
• Local Government Pension Scheme
• A comprehensive benefits package (details on our website)

What You’ll Be Doing

This role provides a first class service by assisting with and answering queries via the Council’s various access channels while supporting administrative functions. The Customer Service Representative will act as the first point of contact for enquiries, handle requests, and perform administrative tasks to support officers and teams, thus assisting in the delivery of services to residents of the Borough.

Key Responsibilities

• Provide efficient and effective customer service to all customers who are contacting Customer Services by telephone, personal visit, online, e‑mail or in writing.
• Give clear, accurate and concise responses to all customers in compliance with Council policy and procedure.
• Ensure that records and information on Council’s computer systems covering the full range of Council services, including case management systems, are accurately recorded and updated where necessary.
• Manage and record customer complaints professionally and in a timely manner in line with the Council’s complaints procedure, escalating issues when necessary.
• Promote self‑service and channel shift in line with Council’s strategy, supporting customers with the use of self‑serve terminals and web access points located within reception areas.
• Monitor shared mailboxes and action/respond to internal and external emails as appropriate.
• Support with administrative tasks involving spreadsheets and documents, e.g., gathering and compiling data, maintaining records and formatting documents.
• Work with various teams to update and change the Council’s website, intranet, policies and core records to keep information up‑to‑date, accurate and of good quality.
• Cooperate with the implementation of new services/processes into the team and help ensure that all arrangements, systems and resources are in place to enable services to be delivered in a customer‑focussed and business‑like way.

You Should Have

• Experience of working in a busy customer services environment, responding appropriately to customer requests and identifying solutions to issues, making effective use of available information technology systems.
• Excellent verbal and written communication skills, approachable, willing to assist others, and able to work under pressure.
• Adaptable with good keyboard skills and knowledge of Word and Excel.

To Apply

If you have excellent leadership and interpersonal skills, strong IT skills and a desire to develop your skills further to support the Council’s customer experience and access strategy in delivering excellent customer service, we want to hear from you. Please click apply and complete the short application process (3–4 minutes). Attach your CV and a supporting statement. We will not be able to progress your application unless you provide a supporting statement detailing how you meet the essential and desirable criteria in the role profile.

Closing Date

Applications accepted until midnight on 29 January 2026. Interviews will be held on 12 February 2026.

Equal Opportunities

Our workforce reflects diverse local communities, and we encourage applications from people of all backgrounds and experiences. Havant Borough Council is a Disability Confident Employer and offers a Guaranteed Interview Scheme for Veterans.

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Havant Borough Council is a Category 1 Responder under the Civil Contingencies Act 2004. All employees will support any necessary actions during an emergency response.