Hyndburn Borough Council
Customer Contact Centre Officer
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Customer Contact Centre Officer
Contact Centre Officer – Customer Contact Team
Location: Accrington, Borough of Hyndburn
We are seeking enthusiastic individuals to join our Customer Contact Team, based at our Broadway Offices, to assist 150,000 customers annually through telephone, email, web, and in-person interactions. Our goal is to deliver a first-rate service, aligning with Hyndburn Borough’s reputation for excellence.
About the Role
As a Contact Centre Officer, you will provide vital information and guidance on a wide range of Council services, including:
- Council Tax & Council Tax Support
- Housing Benefits & Social Care Support
- Waste & Recycling Services
- Environmental Health & Public Protection
- Elections & Local Government Policies
This is a versatile, high-energy role that demands expertise in delivering customer-facing solutions. While prior knowledge of Benefits and Revenues is desirable, a comprehensive training programme will be provided as part of your onboarding.
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Key Responsibilities
- Handle customer inquiries effectively, using both technical knowledge and empathy.
- Solve problems efficiently and escalate when necessary.
- Share complex information clearly and concisely.
- Maintain a high level of service consistency, ensuring our customers receive the best possible experience.
- Work in a fast-paced team environment, adapting to changing demands.
Person Specification
We require candidates with:
- Experience in customer service environments (essential).
- Strong problem-solving skills and the ability to remain calm under pressure.
- A customer-focused mindset, ready to ‘go the extra mile’ for our community.
- Basic IT literacy and familiarity with CRM/portal tools (desirable).
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Working Hours & Benefits
- Standard hours: Monday to Friday, 09:00 – 17:00.
- Flexible working arrangements may be available.
- A supportive and rewarding environment with opportunities for professional development.
- Access to a skilled team dedicated to improving customer service standards.
Hyndburn Borough Council offers a professional, engaged workforce dedicated to excellent customer service. If you are driven, empathetic, and passionate about making a difference, we invite you to apply for this challenging yet fulfilling role.
Closing Date & Reference
Closing date: 12 noon, Wednesday 8 July 2026 Vacancy Reference: 2354
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