Customer service officer

About the Role

Are you passionate about delivering exceptional customer service? Join our clients dedicated Customer Service team as the first point of contact for residents of Somerset. This role combines face-to-face support
, telephony
, and digital assistance
, helping customers access Somerset Council services with ease.

You’ll provide quality advice and guidance across a wide range of services, including Council Tax, Waste, Benefits, Highways, Transport, Planning, Licensing, Adult Social Care, Children’s Services, and more. With an increased focus on digital solutions, you’ll help customers self-serve online while ensuring every interaction is professional, empathetic, and effective.

• Deliver front-line support for residents via face-to-face, telephone, and online channels.
• Handle high-volume enquiries with confidence and professionalism.
• Guide customers through digital self-service options.
• Provide accurate advice across multiple council services.

• Outstanding customer service skills – listening, empathy, and kindness.
• Excellent communication skills – both face-to-face and over the phone.
• Confidence and resilience – able to manage sensitive and sometimes emotive situations.
• Strong IT skills – comfortable learning new systems and using multiple technologies.
• Positive, calm, and problem-solving mindset – eager to learn and adapt.