Customer Service Officer

Customer Service Officer x 1

Salary - £26,403 - £28, 142 (Grade 4)

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.

This exciting opportunity requires you to support the Customer Services team with delivering excellent customer service to the citizens and visitors of Wolverhampton and ensure that the service provided is of a consistently high standard.

We are looking to recruit a motivated, customer focused individual to join our Customer Services team. You will be answering customer enquiries, raising service requests, completing applications and signposting as appropriate. You’ll be supporting people over the telephone, through e-mail and face to face in our customer service centre. You will need excellent communication skills, be able to deal with a diverse range of customers and able to work in a fast-paced environment. Ideally you will have experience of working in a call centre environment although training will be given. It is a demanding yet rewarding role for someone who enjoys working part of a very busy team and is able to work under pressure.

If you are interested in this post and you would like an informal chat, please contact Dee Nichols (dee.nichols@wolverhampton.gov.uk)

For full details of the responsibilities and requirements of this role please see the attached Job Description and Person Specification.

NJC Pay Award for 2026 / 2027:

The annual pay increases for 2026/27 for NJC Local Government Employees are currently being negotiated and, once agreed, will be effective from 1 April 2026.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.

Please refer to the Job Description for further information on the workstyle assigned to the role you are applying for.

For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies, employee benefits and much more please click here.

Diversity

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents.

Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential.

We've received the Stonewall Gold Award, emphasising our dedication to the LGBT+ community by nurturing an inspiring, inclusive, and equal workplace.

As of March 2023, the RACE Code Quality Mark signifies our active engagement with racial equality. These recognitions validate our continuous efforts towards fostering an inclusive work environment that respects and values our diverse employees.

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the essential criteria for the post.

We encourage, inspire and value an inclusive culture here at the council where employees can flourish, thrive and be themselves. We have four staff equality forums for employees to join. These help to ensure our employees have a voice, they feel empowered to speak up and where everyone is treated with respect - Learn more about the staff equality forums here

Recruitment of Ex-Offenders

We are committed to the fair treatment of all our employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for any vacancies that require a DBS check to obtain information about applicants to assess their suitability for employment in positions of trust. We do not discriminate unfairly against any individual on the basis of a conviction or any other information revealed as a result of a DBS disclosure - Learn more here

Employment Information & Support

If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click on this link to find out more - Learn more here