Service Support Officer

We have an exciting opportunity to join our Service Centre team as Service Support Officers at Southampton City Council. These are full time positions on a fixed term contract to begin with for 6 months.

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.

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 create positive customer experiences.

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 time, 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 and can commit to a full time role.

• 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
• 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

• 5 GCSE A-C Inc. Maths and English or equivalent
• Experience 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 love to hear from you.

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.

• Excellent
• 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

Telephone interviews will be held 21st-23rd January with face to face interviews being held week commencing 26th January.

Tel:

For further information about this role please view the job description and e‑mail Louise Child at [email protected]

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