Customer Care Officer - Kingswood

As a Customer Care Officer, you will manage a high volume of calls and emails, supporting customers by resolving enquiries and providing clear guidance and advice. The Contact Centre operates in a fast-paced, customer focused environment, handling a wide range of enquiries across multiple services. These include booking registrar appointments, renewing library materials and responding to waste, recycling and StreetCare enquiries.

As the first point of contact for customers, you will provide advice, support requests and direct enquiries to the relevant departments. You will handle customer complaints as they arise, resolving straightforward issues and escalating more complex matters for appropriate action. A key part of the role is accurately collecting and validating customer information to ensure effective and timely resolutions of enquiries. You will work in line with council service standards, policies and procedures, keeping up to date with any changes. Working collaboratively as part of a team, you will help maintain high levels of customer service through effective information sharing and accurate record keeping.

We require you to have experience of handling customer enquiries in a contact centre or customer service environment, managing a high volume of queries efficiently. You should be able to demonstrate strong initiative and sound judgment, with the ability to identify issues and escalate them to relevant service areas when appropriate. Given the nature of this role, you will need excellent listening and communication skills, enabling you to build rapport with customers, understand their needs and manage expectations effectively. Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification.

This role is not face-to-face, all customer contact is predominately via telephone, email and social media. All applications will be initially reviewed and if you are shortlisted, you will be invited to complete a short psychometric assessment. If you are successful through this stage, you will be invited to an in person interview. Interviews will be held week commencing 1st June 2026.

We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work. We trust our team to work in the way which allows them to make the biggest difference and we continue to invest in technology to help staff do their jobs to the best of their ability and celebrate innovation. We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here. We're building and shaping communities which people are proud of. We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses. We're providing essential services across our communities to ensure they are safe and well maintained. We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference. We're making a difference, be part of it!