At a Glance
- Tasks: Help residents and visitors by resolving their queries and improving their experience.
- Company: Portsmouth City Council, dedicated to serving the community.
- Benefits: Competitive salary, hybrid working, and full training provided.
- Other info: Join a supportive team with opportunities for growth and development.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 26473 - 28239 € per year.
Salary: Band 5, £26,473 - £28,239 per annum
Working Hours: 37
Location: Civic Offices
Closing Date: 31/05/2026
Job Category: Customer Service
Region / Division: UK Region
Directorate: Corporate Services
About the City Helpdesk
The City Helpdesk (CHD) is Portsmouth City Council’s main customer contact centre and the first point of contact for residents and visitors. The team handles over 130,000 calls a year across more than 20 council services, as well as email enquiries, contact forms, reception duties at the Civic Offices, in‑person support, cashiers, and corporate complaints.
The Role
If you’re passionate about improving the experience of residents and visitors in Portsmouth, this role offers the chance to make a real difference. As a Customer Services Officer, you will initially start your career with us on the telephone with elements of written customer correspondence. Based on business need, you may move onto reception and further written correspondence including social media. You will be able to own and resolve issues; in some circumstances your responsibility is to locate the relevant contact for the customer or follow an established procedure and ensure a clean hand over. Full training is provided, but you’ll also need confidence in handling unexpected or unclear enquiries.
The ideal candidate will have:
- Experience dealing with challenging situations or individuals.
- Excellent spoken and written English.
- Flexible, organised and able to remain calm under pressure.
- Active listening skills, empathy, and a non‑judgemental approach.
- A genuine team player who builds positive, supportive working relationships.
- Problem‑solving ability and willingness to take initiative where needed.
- Creative thinking and confidence to identify when processes aren’t working and elevate issues appropriately.
Hybrid Working: The post holder will be office based until probation ends then work from home based on business needs.
Interview date: Assessment and Interviews will be held on Tuesday 9th June 2026.
Locations
Customer Service Officer in Hampshire, Portsmouth employer: Portsmouth City Council
Portsmouth City Council is an exceptional employer, offering a supportive work culture that prioritises employee development and community impact. As a Customer Service Officer, you will enjoy a competitive salary, comprehensive training, and the opportunity to engage with residents and visitors, making a tangible difference in their experiences. With hybrid working options post-probation, you can achieve a healthy work-life balance while contributing to the vibrant city of Portsmouth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer in Hampshire, Portsmouth
✨Tip Number 1
Get to know the company! Research Portsmouth City Council and the City Helpdesk. Understanding their values and services will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves handling calls and written correspondence, try role-playing with a friend or family member. This will help you feel more confident when dealing with challenging situations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues. Be ready to share these stories during your interview to demonstrate your ability to handle unexpected enquiries.
✨Tip Number 4
Apply through our website! We want to see your application, so make sure you submit it directly on our platform. This way, you’ll be in the best position to get noticed by the hiring team.
We think you need these skills to ace Customer Service Officer in Hampshire, Portsmouth
Some tips for your application 🫡
Show Your Passion:Let us know why you're excited about improving the experience for residents and visitors in Portsmouth. A genuine passion for customer service can really make your application stand out!
Highlight Your Skills:Make sure to showcase your excellent spoken and written English skills. We want to see how you handle challenging situations, so share examples that demonstrate your problem-solving abilities.
Be Organised and Flexible:We love candidates who can stay calm under pressure! Mention any experiences where you've had to juggle multiple tasks or adapt to changing situations. It shows us you're ready for the dynamic environment of the City Helpdesk.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you started on this exciting journey with us.
How to prepare for a job interview at Portsmouth City Council
✨Know the Role Inside Out
Before your interview, make sure you understand the key responsibilities of a Customer Service Officer. Familiarise yourself with the City Helpdesk's services and think about how your skills can enhance the experience for residents and visitors.
✨Showcase Your Communication Skills
Since this role involves a lot of interaction, practice articulating your thoughts clearly. Prepare examples that demonstrate your excellent spoken and written English, as well as your ability to handle challenging situations with empathy and professionalism.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully resolved issues or improved processes. Be ready to discuss how you approach problem-solving and how you can apply those skills in a busy customer service environment.
✨Emphasise Teamwork and Flexibility
As a Customer Services Officer, being a team player is crucial. Share experiences that highlight your ability to work collaboratively and adapt to changing circumstances, especially in high-pressure situations.
