Manchester City Council
Customer Service Officer
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Working Hours
- 17.5 hours per week, part time (Week 1 Weds, Thurs, Fri / Week 2 Thurs, Fri)
Contract Type
- Permanent
Working Style
- Hybrid - Employees split their time between working remotely (e.g., from home) and working on-site (e.g., in an office).
Closing Date
- 11.59pm, 4 August 2026
Interview Method
- In person
Requirements
- Applicants must have existing right to work in the UK, as visa sponsorship is not available for this position.
Legal Right to Work
- In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment.
References
- 2 references - where possible, we require 3 years' history.
BPSS (Baseline Personnel Security Standard) Clearance
- This post is subject to BPSS checks. You will therefore be required to consent to and comply with BPSS checking requirements prior to commencing in this post. This check involves verification of identity; nationality and immigration status; employment history (past 3 years) and basic criminal record check.
DBS (Disclosure and Barring Service) Clearance
- This post is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (amended in 2013). Appointable candidates will be required to apply for a Standard Disclosure and Barring Service (DBS) check. Information provided by you or the DBS will be dealt with in a confidential manner and in accordance with the DBS Code of Practice which can be viewed here. We have a policy on the Employment of Ex-Offenders and it is available upon request.
The Council’s Customer Service Centre Reception
The Council’s Customer Service Centre Reception is located in the Town Hall Extension and is open Monday to Friday 9.00am - 5.00pm. The Customer Service Centre Reception (CSC) provides the following functions:
- Reception, meet & greet and triage.
- Appointments for essential face to face services including partners.
The Successful Candidate
The successful candidate will receive full training for Revenue and Benefits to support residents on telephone calls when not required on reception.
What We're Looking For
- A resilient individual who can work independently and as part of a team to be the first point of contact for face to face interactions with Manchester’s citizens and partners.
- Passionate about delivering excellent customer services to the citizens of Manchester, stakeholders and partners.
- A customer focused individual who is proud to make the customer journey an excellent one for everyone who contacts us.
- With training, able to handle and process council tax and benefit enquiries in person and over the telephone.
About Us
We’re the local council for one of the UK’s most vibrant and diverse cities. Working for Manchester isn’t just a job - it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.
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Our Manchester is our vision for a fairer, greener, and healthier city - a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester Behaviours:
- We take time to listen and understand.
- We work together and trust each other.
- We show that we value our differences and treat each other fairly.
- We ‘own it’ and we’re not afraid to try new things.
- We’re proud and passionate about Manchester.
Benefits We Offer
- Generous holiday allowance - Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks during our annual leave purchase period.
- A buzzing pension - You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
- Enhanced parental and carers leave - Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
- Brilliant perks - Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
- Learn and grow - We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
- A Good Employment Charter member - We are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
- Up to 3 days volunteering leave - Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.
Creating an Inclusive Team at Manchester City Council
At Manchester City Council, we’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.
Support During the Process
- Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
- Accessible Formats: Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text-to-speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.
Guaranteed Assessment Scheme
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Requirements
We guarantee assessments for applicants who meet the recruiting panels minimum shortlisting requirements for the role and identify with at least one of the criteria below:
- Members of the Armed Forces members or veterans
- Current or former care leavers
- Have a disability or long-term condition
- Have you completed the GM Elevate (Leadership Development) Programme or any MCC positive action programmes?
When You Join Us
We’re a Disability Confident Employer, Offering
- A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
- Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
- A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.
For more information about the role or any adjustments, email jobs@manchester.gov.uk.
What We Will Need From You If You're Successful
In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.
Pre-Employment Checks
If you are successful in securing a position with us, the pre-employment checks required will depend on the role you’ve applied for, see the top of the advert for details.
These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.
Other Relevant Information
We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.
For more information about the role, please ensure that you read the role profile attached.
Use of Artificial Intelligence (AI)
Artificial Intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.
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Privacy Notice
For more information about the role, please ensure that you read the role profile attached.
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