Job Description

How you'll make a difference:

As a Customer Care Officer, you will manage a significant volume of calls and emails, directing customers to resolve their enquiries and providing explanation, advice and support.


The Contact Centre operates in a dynamic environment managing a wide range of enquiries, including legislation services such as council tax, housing, housing benefit and council tax reduction.


What you will be doing:
As the first point of contact for customers, you will assess and process information, offer advice and guidance, and ensure queries are resolved accurately and efficiently. It will be key for you to collect and check customer information to ensure that an effective solution is achieved. You will have awareness and adhere to service standards, regulations and policies, keeping updated with any subsequent changes. You will be required to support a variety of customers including those who may be vulnerable, demonstrating patience and understanding. Working as a team, you will support each other through sharing information, knowledge and expertise, to ensure a high level of service is maintained. You will liaise with other teams within the council, along with partner organisations.

What we need from you:
It is essential you have experience in handling customer enquiries in a contact centre or customer service environment, dealing with high volumes of queries. Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification. Given the elements of this role, you need the ability to listen, show empathy, manage expectations, and remain resilient in challenging situations. It is important that you can demonstrate strong initiative and a flexible approach, as you will be required to resolve a wide range of queries, often with changing priorities.

What you need to know:
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. You will be working from our offices in the Civic Centre, Kingswood. This is not a script based role. Information is provided and work is carried out from gained knowledge of the relevant legislation, policies and procedures. Please note that due to the nature of this role, it is a requirement of employment that a Disclosure and Barring Service (DBS) check is obtained.

Interviews will be held on 24th and 25th November 2025.

How a career at South Gloucestershire Council is different:
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!

To view the full job description, please click this link: Customer Care Officer Hay 9 -