Job Description

Vacancy

Post Title

Customer Service Officer

Directorate

People & Communities

Location

Eastleigh House

Advert Close date

26/09/2025

Job description

Job advert text

Customer Service Officer


37 hours per week


26,685 (Band 3)


Permanent, Eastleigh House




Do you want to make a difference?




Here at Eastleigh Borough Council we are committed to making a positive difference for all the residents, businesses and visitors to Eastleigh and we are proud to be delivering on our promise to create sustainable and healthy communities and increase employment and wellbeing opportunities for all.




An exciting opportunity has arisen for a Customer Support Officer to join the Customer Support Department. The post holder will handle the customer interaction through to completion wherever possible in line with established procedures, escalating cases to the Customer Support Team Leader or to other teams as required. The post holder will promote self-service and digital channels, at all times ensuring a professional, inclusive and helpful approach to customer service.




The role


You will be responsible for ...


- Serve customers and visitors by greeting, welcoming and directing them appropriately.


- Maintains security by following procedures and issuing visitor badges.


- Ensure all customers are treated fairly and provide support and advice based on their individual needs.


- Identify improvements in customer and service provision.


- Proactively market the benefits of digital and self-service channels to all customers.


- Work with other team members to organise and manage workloads effectively, ensuring that all customer and performance standards and targets are achieved.


- Ensure strict confidentiality is maintained and data protection rules followed.


- Process a wide range of customer queries and transactions, providing clear, accurate and timely advice or guidance in accordance with policies and procedures.


- Ensure accurate and detailed records are kept in line with procedures and data protection.


- Act as the first point of contact for the majority of customers and refer cases as appropriate.


- Ensure that the customer's preferred method of contact is captured and maintained.


- Adhere to legislation, policies, procedures and workflows for dealing with all queries and transactions.


- Actively develop and maintain an extensive working knowledge of Council services and IT systems




About you


You will have had experience working in customer service and possess English and Maths GCSE's at grade C or higher.




About us


In return you will be working with a great team in an organisation that is truly committed to a flexible, inclusive and enjoyable work environment. We are passionate about personal and professional development for all staff, offering exceptional conditions of employment as an accredited Living Wage Employer, plus the chance to make a lasting difference to the community of Eastleigh.




Our benefits include:


23-28 days annual leave (dependant on local government continuous service)


Flexible working arrangements and ability to accrue up to 2 days additional leave per month (subject to operational requirements - pro rata for part time staff)


Defined Benefit Pension Scheme


Places Leisure, Eastleigh - 30% off Full Membership


Confidential Employee Advice and Support Programme


Excellent working environment




If you have the skills, experience and motivation we are looking for, we would love to hear from you. If you would like to arrange an informal discussion about this role please contact Adie on 02380 688110.




Closing date: 26 September 2025


1st Interview dates: 7/8 October 2025


2nd Interview dates: 14/15 October 2025

Employment & compensation

Employment type

Full time

Employment status

Permanent

Weekly contract hours

37.00

Salary band

3

Salary ()

26685