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
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
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