Wiltshire Council
Customer Services Officer
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Salary: £27,254 - £28,598 per annum
Hours per week: 37 hours
Temporary/Fixed term: 12 Months
Interview date: Week Commencing 10 August 2026
About the Role
Wiltshire Council’s Customer Services team acts as the first point of contact for our customers by telephone, face to face, email and social media. We provide advice, information and assistance to ensure enquiries are resolved to the customer’s satisfaction. This position will be based in our Chippenham hub, which is a predominantly office-based role, with an opportunity for occasional homeworking once you have been trained.
Responsibilities
As a Customer Services Officer (CSO) you will be responsible for resolving enquiries across a broad spectrum of services such as Highways, Waste and Recycling, Environmental Health, Housing, Blue Badges, Schools Admissions and Elections. Therefore, the ability to multi-task and gain knowledge for several different services is essential for this role, as is being able to work in a busy and often pressurised environment.
The Customer Services team operate from 08:30am to 5:00pm so your working pattern will fall within these times. We are looking for an individual who can unpick complex queries using intelligent questioning and negotiation skills to get to the root of the issue.
Proficiency in different IT systems, including Microsoft, is essential, and our own CRM call logging system, which you will get full training for. If you're motivated, proactive, have excellent interpersonal and communication skills and eager to contribute new ideas, this opportunity provides full support for your personal and professional development.
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Why Us?
Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here. Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer-facing roles work entirely from their service location.
We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.
Contact Details
Danusia Edwards, Customer Services Team Leader, danusia.edwards@wiltshire.gov.uk
Please ensure to regularly check your spam or junk folder for any communication from us regarding the status of your application.
Application Criteria
Please download and read the role description and person specification here carefully before you apply.
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We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.
Statement of Commitment to Equality and Inclusion
Disability Confident Employer
Application Process
Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).
Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.
Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.
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