Customer Service Officer (CSO)

Portsmouth City Council

Reference: OCT20210518

Job details


Civic Offices Guildhall Walk Portsmouth

Job type

Part Time, Permanent


£20,159 - £21,841 Pro Rata

Closing date

31 October 2021

In line with current government guidance surrounding Covid-19, we are keeping the number of staff in our buildings to a minimum and are working from home where possible.          

Portsmouth City Council

At Portsmouth City Council we’re all about developing our staff, because we want to build a bigger and better city but we need the best employees to do so.

With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority’s main goal is to ensure the best care and development of all those within the city. From customer service to Multi-million pound projects, our residents are at the heart of everything we do.

Your New Role

You will be dealing with customer enquiries into the council via the phone, face to face and via email. You will be able to own and resolve issues, in some circumstances your responsibility is to locate the relevant contact for the customer, or follow an established procedure and ensure a clean hand over.

Above all you will be part of leading the delivery of customer service excellence and contact throughout the Council, promoting channel shift while still providing a quality service for those who do not want to or are unable to make the move to digital.

What you’ll need to succeed

You will have a passion for quality customer service and delivery that is clear and accurate and an understanding of what good customer service means.  You will need to have experience of and be confident meeting customers face-to-face, speaking with them on the phone and conversing with them via email, with additional experience of successfully engaging with difficult and challenging situations and people.

You will also have a commitment to teamwork, with the understanding of what being part of a team really means and how that affects customer service, you will have the ability to build effective relationships with and be supportive at all times.

What you’ll get in return

As well as highly competitive pay you’ll receive all the benefits of working within a local authority organisation, which ranges from flexible working hours to a fantastic pension which allows you the opportunity to pay in more for that greater return. We wish to support all our staffs development throughout, if that’s progression planning or involvement within the on the job apprenticeship scheme we will work together to drive your career. For those with families we have child care benefits as well as discounts with local businesses which can be enjoyed by all.

What next

To make sure your application is above the rest, please review the “Job Profile” to ensure you application matches the requirements of the role.

Please ensure to complete the application in its entirety and add in comments to the Personal Statement section on how you meet the points on the job profile

Presentation/Assessment: Tuesday 02 November

Interviews (if successful from assessment): Thursday 04 November

We look forward to speaking with you soon.