Customer Service Officer

Are you passionate about delivering outstanding customer service and making a real difference in your community? Cheltenham Borough Council has an exciting Customer Service Officer opportunity!

Location: Hesters Way Community Resource Centre, Cheltenham, GL51 7SU

Salary: £26,824 - £28,142 per annum (pay award pending wef 1 April 2026)

Job Type: Fixed Term Contract, Full-Time

Closing Date: 31 May 2026

Come and work for an award-winning organisation!

We are an ambitious and forward-thinking council. We are committed to making Cheltenham a better place to live and work, enabling communities and businesses to thrive whilst protecting what is good about our town.

We aim to be an employer of choice where everyone is treated fairly and feels valued and respected. We aim to provide a stimulating and rewarding working environment that encourages our people to work together, provides opportunities for them to reach their full potential and achieve a healthy work/life balance.

Working at Cheltenham Borough Council means working as part of a committed, professional, and friendly team.

Customer Service Officer - The Role:

As a Customer Service Officer, you'll be the first point of contact for a wide range of enquiries across our housing services. Whether you're resolving issues over the phone, responding to emails, or helping residents via our online portal, you'll play a key role in delivering a seamless, respectful and high-quality service. Working closely with our supportive Customer Services Team, you'll handle every interaction with efficiency, empathy and a focus on first-time resolution.

Customer Service Officer - Key Responsibilities:

- Provide consistent high-quality customer service to tenants, residents, stakeholders and third parties via telephone, email and customer portal

- Process customer requests and queries from various sources, ensuring appropriate prioritisation and detailed record-keeping on our housing management system

- Respond professionally to customers, including those displaying challenging behaviour, and report incidents to your Team Leader

- Maintain customer confidentiality and comply with GDPR and safeguarding responsibilities

- Use our contact centre telephony system effectively, responding to real-time call handling data

- Administer and monitor the customer web portal, customer relations email inbox and out of hours service reports

- Process customer payments, incoming and outgoing mail, compliments, comments and complaints

- Support the Customer Service Team Leader with monitoring customer satisfaction and performance indicators

- Deputise for the Customer Services Team Leader as required

Customer Service Officer - You:

- GCSEs at grades 5-9 or equivalent, including Maths and English

- Excellent customer care skills with strong oral and written communication abilities

- Proficient with Microsoft Office packages (Outlook, Word, Excel, PowerPoint) and high-level keyboard skills

- Experience with CRM systems and maintaining computerised customer records

- Ability to prioritise workload, remain calm under pressure and handle confidential information

- Knowledge and understanding of equality, diversity and safeguarding principles

- Desirably, previous experience in a similar role within social housing or a contact centre environment

Benefits:

- An excellent pension scheme. You will be eligible to join the Local Government Pension Scheme (LGPS)

- A generous holiday entitlement of 26 days (pro rata) rising to 31 days (pro rata) after five years (excluding Bank Holidays)

- A flexible and agile working environment. We aim to provide opportunities to work from home or elsewhere and offer flexibility in working hours

- A comprehensive programme of learning and development

- Two days (pro rata) paid time off for volunteering

- Enhanced maternity and paternity schemes

- Access to free counselling services

- Upon successful completion of your probation period, you will then have access to our Healthcare Cashback Plan

- A cycle to work scheme

- Low-cost town centre parking

- A commitment to employee wellbeing

Closing Date: 31 May 2026

To submit your CV for this exciting Customer Service Officer opportunity, click Apply today!