Customer Services Contact Officer (L2Z2)

The Customer Relationship Officer provides a high-quality, customer-focused first point of contact for residents, handling enquiries across multiple channels including phone, email, face-to-face, and digital platforms.

Working within a busy contact centre environment, the postholder will resolve queries at first contact where possible, using clear language, sound judgement, and a solution-focused approach. The role involves understanding residents’ individual circumstances, navigating council services, and working collaboratively with internal teams to ensure timely and appropriate outcomes.

The postholder will accurately record interactions using CRM systems, manage a varied workload in line with service standards, and contribute to continuous improvement by identifying barriers residents face when accessing services. Strong communication skills, emotional intelligence, digital confidence, and the ability to manage challenging conversations are essential.

This role requires flexibility to work across different service areas and adapt to changing customer needs while maintaining confidentiality, professionalism, and excellent customer service standards.