Appointment Type
Permanent Position
Full Time/Part Time
Full-time
Job Category
Customer, Case and Parking Services
Location
Millmead House, Millmead, Guildford GU2 4BB
Salary Min
Grade 3 - £30,804
Salary Max
Grade 3 - £33,940
DBS Security Clearance Level Required
Basic (if access to either GCSX or Open Revenues)
Guildford Borough Council’s Customer Service team is the first point of contact for citizens, businesses and visitors. We play a key role in ensuring people can access essential services quickly, clearly, and professionally.
This is a varied and fast-paced role where you will make a practical difference every day.
What you’ll do
- Handle enquiries across multiple channels (phone, electronic and face-to-face)
- Provide clear, accurate information on all council services including but not limited to housing, council tax, waste, electoral services, planning etc.
- Manage a wide range of enquiries, from routine requests to more complex or sensitive situations
- Enable the team to work with colleagues across the council to resolve issues effectively
- Use systems to log, track and progress customer enquiries
- Deliver a consistent, professional and customer-focused service at all times
- Wherever possible answer queries at first point of contact
What we’re looking for
We welcome applicants from a range of backgrounds. What matters most is your ability to demonstrate:
- Proven customer service experience (e.g. contact centre, retail, public services)
- Strong communication and listening skills
- Ability to manage competing priorities and work under pressure
- Confidence using IT systems and learning new digital tools
- Sound judgement, problem-solving skills and attention to detail
- A professional, calm and empathetic approach when dealing with customers
- Ability to adapt quickly and efficiently to the changing needs of the service and broader council requirements.
What we offer
- Local Government pension scheme
- Generous annual leave entitlement
- A supportive team environment
- Training and development opportunities
- This role is mainly office-based. Limited home working is available on a rota basis, with set in-office days required to support team and service delivery.
If you are looking for a busy, rewarding role where you can use your customer service skills and make a visible impact, we would like to hear from you.
Still have questions about the role then please feel free to contact Jane Brown on 01483 445053 for an informal chat.
'From April 2027, Guildford Borough Council and Waverley Borough Council will become part of the new West Surrey unitary council, as part of a major local government reorganisation across Surrey. This change will see the current twelve councils replaced by two new authorities: East Surrey and West Surrey. West Surrey will cover the areas currently served by Guildford, Waverley, Runnymede, Spelthorne, Surrey Heath and Woking.
As we move toward this transition, we remain focused on delivering high‑quality, value‑for‑money services and staying true to our shared values: Collaboration, Wellbeing, Trusted, Value for Money and Professionalism.
Joining us at this point in our journey offers a unique opportunity. You will gain valuable experience, benefit from extensive training and development, and play an active role in one of the most significant local government transformations in the past 50 years. You’ll be part of a collaborative, supportive organisation where your ideas and contributions will directly help shape the future of public services across West Surrey.
Together, we will ensure a smooth transition and continue to provide excellent services for residents now and into the future.
If you’re looking for a role where you can grow, make an impact and be part of meaningful change, we’d love to hear from you.'
