Job Description

Vacancy

Post Title

Customer Support Administrator

Directorate

People & Communities

Location

Eastleigh House

Advert Close date

09/01/2026

Job description

Job advert text

Customer Support Administrator


37 hours per week


25,557 (Band 2)


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 Administrator to join the Customer Support Department.




The role


You will be responsible for ...




- Ensure policies, procedures and workflows for dealing with all service requests are adhered to and ensure verification of all supporting documentation whilst ensuring strict confidentiality is maintained and data protection rules followed.


- Take ownership of printing and enveloping processes and equipment in the Council print room, with prioritisation based on demand.


- Support incoming post sorting and scanning for all services via the post room.


- Manage stakeholder expectations with service demand.


- Manage cases and workflow in the Customer Management System, ensuring records are updated as needed.


- Identify improvements in customer and service provision, identifying synergies between service areas and where work activities overlap.


- Manage customer interactions promptly and effectively, establishing the nature of the enquiry and then acting or referring to another team. Ensure that the customer's preferred method of contact is captured and maintained.


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


- Assessing risk, identifying potential fraud and working on complex cases in conjunction with Specialists.


- Support administrative tasks and periodic projects across the wider council.


- Actively develop and maintain knowledge of Council services, processes and procedures.


- Undertake straight forward tasks that require understanding of relevant service processes, regulations and legislation.


- Act as the single point of contact throughout the complete customer journey for a number of complex cases, co-ordinating activity with numerous specialists as required.




About you


You will be competent in the use of modern IT systems and possess English and Maths GCSE's at grade C or higher or equivalent.




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 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.




Closing date: 9 January 2026


Interview date: 15 January 2026 (stage 1 - desktop exercise)


Interview date: 21 January 2026 (stage 2 - face to face interview)

Employment & compensation

Employment type

Full time

Employment status

Permanent

Weekly contract hours

37.00

Salary band

2

Salary ()

25557