Customer Support Officer

INTERNAL VACANCY

We are looking for a motivated and customer‑focused Customer Support Officer to join our Repairs and Maintenance service. This role provides the first point of contact for a wide range of customers seeking access to City of York Council’s housing repairs and maintenance services.

You will play a vital role in delivering an excellent customer experience, aiming to resolve enquiries at the first point of contact wherever possible, while ensuring customers receive accurate information and appropriate support.

Key Responsibilities

Act as the first point of contact for customers via telephone, digital channels, and other contact methods Provide high‑quality customer service to resolve enquiries efficiently and professionally Arrange suitable repair and maintenance appointments in line with service standards Clearly explain relevant policies, procedures, and service options Signpost customers to other council or partner services where appropriate Deliver a service that meets the individual needs of all customers, including those who may require additional support Accurately record customer interactions and updates on council systems

About You

You will be:

Passionate about delivering excellent customer service Confident communicating with a wide range of customers Able to manage multiple enquiries while remaining calm and professional Organised, reliable, and attentive to detail Comfortable working with digital systems and customer databases

This post is suitable as a job share opprtunity.

As this role is public facing, applicants will need to demonstrate, at interview, their competency to converse and provide advice and guidance to members of the public, in spoken English to CEFR level C1: Can express themselves fluently and spontaneously, almost effortlessly. Only a conceptually difficult subject can hinder a natural, smooth flow of language.

The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition we also offer a growing range of discounts, rewards and savings.

For further information or an informal discussion please contact Joe McGill Customer Support and Planning Team Leader at joe.mcgill@york.gov.uk

Closing date: Monday 4 May 2026 at 12 midnight

Interview date: Week commencing Monday 11 May 2026

Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.