Job Description

Organisation

Southampton City Council

Service Area

Customer, Leisure & Regulatory Services

Job Location

Civic Centre

Contract Length

Permanent or Fixed Term

Work Hours

Part Time or Full Time

Salary

26,402 per annum

Closing Date

27/11/2025

Job Reference

16205
and Person Specification
We have an exciting opportunity for a Fixed term, full time Service Support Officer to join Southampton City Council (SCC) in the Service Centre team.

About the team:

Our Service Support Officers are the first point of contact for all our customers and service areas. As a Service Support Officer, you will communicate well and take ownership to deliver excellent customer service. You will be the first point of contact for our customers, resolving queries, signposting people to the right place and ensuring all service requests are handled efficiently.



Our Service Support Officers work collaboratively across multi channels to maintain a high-quality service to all our customers. This is a fast-paced role in which high attention to detail is crucial in getting things right for our customers. We pride ourselves on listening to our customers and putting them at the heart of everything we do, so we want you to have a passion for helping people, with an ability to listen and show empathy to build rapport with your customers. This is a great role if you want to make a difference to people's lives and get involved in a wide range of services that support the city of Southampton.



We constantly want to improve how we serve our customers so we ask you to promote our digital channels and use customer feedback to identify how we can ensure our customer journeys stay easy, effective and convenient. As a crucial part of the team we will train, coach and support you to be the best you can be and deliver the best customer service.

We have full and part time, permanent and fixed term roles available across 2 locations, the Civic centre in the centre of Southampton and City Depot in Millbrook. Please only apply if you are able to travel to both locations.

About the role:

This is an exciting opportunity to join a dynamic, multi-skilled team delivering high-quality services from a centralised hub to both internal and external customers. In this role, you'll be the first point of contact across multiple channels--phone, email, digital, and face-to-face--providing exceptional customer service and resolving queries efficiently. You'll support a wide range of operational and administrative tasks, including data management, financial transactions, and application processing, while promoting a digital-first approach. Your ability to communicate clearly, stay organised, and work flexibly will help ensure smooth operations and a positive customer experience.



For further information about this role please view the job description.

About you:

Essential Skills:

Strong customer focus with excellent listening and problem-solving skills Ability to work flexibly in a fast-paced environment and adapt to diverse customer needs Proven experience in providing comprehensive administrative support Confident communicator with the ability to build positive relationships across teams Self-motivated, able to take ownership of enquiries and deliver solutions Good IT literacy, including MS Office and digital platforms; experience with CRM systems is desirable Strong organisational skills with attention to detail and time management Commitment to equality, integrity, and continuous personal development

Desirable Skills:

5 GCSE A-C Inc. Maths and English or equivalent NVQ Level 1 in Business Administration / Customer Service To have experience of using customer software packages (e.g. Customer Relationship Management software, web chat) is desirable. To be able to use self-service, digital user platforms and applications and MS Office.

If you feel you have the necessary background, experience, and skills to undertake this role we would like to hear from you.

W

hat we can offer you:

Salary:

The salary band for this role is 26,402 - 28,207 per annum. The

starting salary is

26,402 with annual progression through the salary bands.



Here at SCC we have a range of different benefits, a few examples can be found below.


Excellent local government pension with 16.8% employer contribution Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution) Generous holiday 25-31 days, based on role and service Flexible working options (role-dependent) Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents Training and development, including coaching and mentoring Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks Veteran-friendly employer with the Armed Forces Covenant Retail discounts and savings through the Southampton City Council benefits platform Discounted memberships at local sports and fitness centres Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans Employee volunteering scheme with 2 paid days leave to volunteer

F

or further information on our benefits package please visit

Employee benefits (southampton.gov.uk)

Recruitment contact details:

Email: recruitment@southampton.gov.uk

Tel: 023 8083 4033

For more information about SCC please visit

Southampton City Council

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