RQ1763086 – Customer Services Officer

Job Details

Client: Carmarthenshire County Council

Location: Carmarthenshire County Council

PAYE Pay Rate: £13.69 per hour

Contract: Fixed-term placement (3 – 6 Months)

Hours: Monday–Friday, 8:30am–6:00pm.

Main Purpose of the Role

To provide a professional, helpful and customer-focused first point of contact for Council services. The role involves responding to customer enquiries, providing accurate information, resolving queries where possible and helping customers access the right service or support.

Typical Day Overview

  • Answer mainly telephone enquiries from customers.
  • Deal with face-to-face and other customer enquiries when required.
  • Support customers with services such as Housing Repairs, Refuse & Recycling and Public Protection.
  • Identify customer needs and provide appropriate information or refer them to the relevant service.
  • Encourage customers to use online Council services where appropriate.
  • Record customer information and enquiries accurately on IT systems.
  • Handle challenging or sensitive customer situations professionally.
  • Work with colleagues across Council services to resolve customer queries.
  • Meet service standards while working in a busy contact centre environment.

Key Skills & Responsibilities

  • Excellent customer service and communication skills.
  • Professional, friendly and empathetic approach.
  • Ability to listen, understand customer needs and provide appropriate support.
  • Confident dealing with telephone and face-to-face enquiries.
  • Good IT, keyboard and data-entry skills.
  • Ability to work accurately under pressure and manage a busy workload.
  • Ability to deal calmly with difficult or vulnerable customers.
  • Flexible and willing to work across different channels and locations.
  • Maintain confidentiality and accurate customer records.
  • Promote digital and online Council services where appropriate.

Essential Requirements / Qualifications

  • Previous customer service or contact centre experience.
  • Experience of identifying and responding positively to customer needs.
  • Excellent verbal and written communication skills.
  • Good IT and keyboard skills.
  • Ability to work effectively in a busy environment.
  • Ability to deal professionally with challenging situations.