Customer Service Officer

We are looking for a professional, motivated, and customer focused individual who enjoys helping people and solving problems.

In this frontline role, you will deliver excellent customer service, providing timely and effective solutions to a wide range of enquiries across phone, email, social media, letters, and online forms.

Salary: £30,515 to £33,119 per annum

Contract Type: Permanent

Working Pattern: Full Time (37 hours per week)
* Shifts range from 8:00am to 6:00pm.

Location
:
Durban House, Durban Rd, Bognor Regis PO22 9RE
. Due to the temporary closure of Durban House, you will be based at Tradewinds Business Centre, Heath Place, Heath Pl, Bognor Regis PO22 9SL
. (Hybrid and Flexible Working)

Interview Date: Wednesday 11 November, Thursday 12 November and Friday 13 November 2026.

This is a hybrid role, and the ability to work effectively across both office and home-based environments is a requirement. The role involves regular telephone contact, managing competing priorities in a busy environment, and periods of sustained desk-based work.

Regular attendance at your designated base office is mandatory, alongside home working in line with agreed working arrangements. The role also requires occasional travel to other West Sussex County Council sites across the county. As some locations may not be easily accessible by public transport, flexibility to travel is essential. Pool cars and bikes are available for business use.

Working arrangements will be discussed as part of the recruitment process; however, candidates must be able and willing to meet the hybrid working requirements of the role.

As a Customer Service Officer, you will play a vital role in delivering a high quality, customer focused service that aligns with our Customer Promise and supports West Sussex residents, Council officers, and partner professionals.

As a multi-skilled team member, you will develop broad knowledge across a variety of services, ensuring customers receive accurate and compassionate support.

Through comprehensive training and ongoing development, you will build the knowledge and skills needed to confidently respond to diverse customer needs and contribute to a flexible, resilient service.

No two days are the same in our Customer Service Centre. You'll thrive in a fast-paced environment where every interaction is an opportunity to make a positive difference.

Key responsibilities include:

• Deliver excellent customer service, aiming to resolve the majority of enquiries at the first point of contact across a range of West Sussex County Council services.
• Respond to enquiries from residents, professionals, and colleagues promptly and professionally, meeting agreed service standards and response times.
• Handle confidential and sensitive information with care, including supporting customers who may be vulnerable or presenting with mental health needs.
• Build and maintain positive working relationships with customers, Council officers, and partner organisations to ensure effective service delivery.
• Accurately record customer information and maintain records in line with GDPR requirements and Council policies.
• Process customer payments and ensure transactions are recorded correctly.
• Identify and elevate safeguarding concerns and service issues appropriately, following relevant policies and procedures.
• Recognise when specialist support is required and carry out effective referrals or warm transfers to ensure customers receive the right assistance.
• Work confidently across multiple systems while managing customer interactions, maintaining accuracy and engagement in a fast-paced environment.
• Prioritise competing demands effectively, remaining calm, professional, and customer-focused when dealing with complex situations and…