Customer Service Officer

Customer Services Officer

Hours:

37 hours. Working pattern:
Monday – Thursday 09:00 – 17:00, Friday 09:00 – 16:30. Contract type:
Permanent. Work style:
Flexible.

City of Wolverhampton Council is looking for exceptional candidates to fill the post of a Customer Services Officer.

Salary: £26,403 – £28,142 (Grade
4).

• Support the Customer Services team with delivering excellent customer service to citizens and visitors of Wolverhampton.
• Answer customer enquiries, raise service requests, complete applications, and signpost as appropriate.
• Provide support to customers over the telephone, via e‑mail, and face‑to‑face in our customer service centre.
• Maintain a consistently high standard of customer service in a fast‑paced environment.
• Work part of a very busy team and manage pressure effectively.
• Use Council’s systems and procedures to log and track service requests.

• Motivated, customer‑focused individual with excellent communication skills.
• Ability to deal with a diverse range of customers.
• Experience working in a call‑centre environment desirable; training will be provided.
• Ability to work under pressure and meet targets in a fast‑paced environment.

All council roles are allocated to either a fixed, field or flexible work style. This role is assigned to a flexible work style, allowing a mix of home or any council office, partner/client or external location as required.

Position is paid under the NJC Pay Award for 2026/27. Annual pay increases are negotiated and effective from 1 April 2026.

We are committed to building a workforce that reflects the diverse community we serve. We welcome applications from people of all backgrounds and under‑represented groups. As a Disability Confident Employer, a Gold Award Armed Forces employer, and an employer committed to supporting care leavers, we offer guaranteed interviews to eligible candidates.

Our council holds Stonewall Gold Award, RACE Code Quality Mark and recognises the importance of an inclusive and equal workplace.

For full details of the responsibilities and requirements, see the attached Job Description and Person Specification (Customer Services Officer JD+PS.pdf).

To discuss informally, contact Dee Nichols at dee.