Customer Services Specialist

Closing Date
: 13th September 2026 m

We have a fantastic opportunity available in the Customer Services Team at Fylde Council. This role involves working in a small team in a busy, fast-paced environment assisting the council’s customers across a number of contact channels, and covers a wide variety of council services. If you have a proven track record of delivering excellent customer service across a range of contact channels in a busy, challenging environment, this is the role for you.

The council operates in a constantly changing dynamic environment and the customer services team act as the first point of contact for all council services, aiming to deal with 90% of all enquiries through all contact channels.

If you have proven experience of working in a customer focused environment and are looking for a new challenge, we want to hear from you.

As a Customer Service Specialist you will:

• Work in a busy, challenging, call centre environment.
• Work on the Customer Services counter to assist face to face customers with a number of enquiries in relation to a wide range of council services.
• Fully resolve customer’s enquiries relating to all council services, by taking ownership, making decisions and taking the appropriate action.
• Use a range of IT systems to process information received by customers in relation to Council Services.
• Identify and resolve reoccurring customer service issues, recognise trends and suggest solutions for service improvement.

We’re looking for an individual who:

• Is computer literate with the ability to understand, interpret and update a large range of IT systems in relation to customers’ enquiries.
• Has the ability to adapt behaviour in response to customer’s needs.
• Has the ability to deal with potentially contentious issues, appropriately react to pressurising situations and deal with potential conflict; both over the phone and face to face.
• Will make unprompted extra efforts to satisfy customer needs and de‑escalate potential complaints by working as an excellent team player.
• Has the ability to respond to ongoing service changes within the organisation and adapt accordingly, whilst maintaining a high level of customer service.

• Up to 29 days annual leave, plus bank holidays
• Based at the Town Hall along St Annes Promenade. Enjoy beautiful summer walks and lunch by the beach
• A great work-life balance with flexible working arrangements
• Healthy workplace initiatives including discounted gym membership

This post requires access to PSN (Public Services Network) services or networks and the successful post holder will be required to undertake a Basic Disclosure check of unspent convictions through Disclosure & Barring Service (DBS). This post is also subject to satisfactory references, medical clearance, evidence of any essential qualifications and proof of legal working in accordance with the Asylum and Immigration Act 1996.