We are looking for a professional, motivated, and customer focused individual who enjoys helping people and solving problems.
In this frontline role, you will deliver excellent customer service, providing timely and effective solutions to a wide range of enquiries across phone, email, social media, letters, and online forms.
Salary: £29,540 to £32,061 per annum
Contract Type: Permanent
Working Pattern: Full Time (37 hours per week) *Shifts range from 8:00am to 6:00pm.
Location: Durban House, Durban Rd, Bognor Regis PO22 9RE. Due to the temporary closure of Durban House, you will be based at Tradewinds Business Centre, Heath Place, Heath Pl, Bognor Regis PO22 9SL. (Hybrid and Flexible Working)
Interview Date: week commencing Monday 17 August 2026
This is a hybrid role, and the ability to work effectively across both office and home-based environments is a requirement. The role involves regular telephone contact, managing competing priorities in a busy environment, and periods of sustained desk-based work.
Regular attendance at your designated base office is mandatory, alongside home working in line with agreed working arrangements. The role also requires occasional travel to other West Sussex County Council sites across the county. As some locations may not be easily accessible by public transport, flexibility to travel is essential. Pool cars and bikes are available for business use.
Working arrangements will be discussed as part of the recruitment process; however, candidates must be able and willing to meet the hybrid working requirements of the role.
About the Job
As a Customer Service Officer, you will play a vital role in delivering a high quality, customer focused service that aligns with our Customer Promise and supports West Sussex residents, Council officers, and partner professionals.
As a multi-skilled team member, you will develop broad knowledge across a variety of services, ensuring customers receive accurate and compassionate support. Whilst the position is advertised as a social care role, there is an expectation to support customers relating to a wide range of other council services.
Through comprehensive training and ongoing development, you will build the knowledge and skills needed to confidently respond to diverse customer needs and contribute to a flexible, resilient service.
No two days are the same in our Customer Service Centre. You'll thrive in a fast-paced environment where every interaction is an opportunity to make a positive difference. Key responsibilities include:
- Deliver excellent customer service, aiming to resolve the majority of enquiries at the first point of contact across a range of West Sussex County Council services.
- Respond to enquiries from residents, professionals, and colleagues promptly and professionally, meeting agreed service standards and response times.
- Handle confidential and sensitive information with care, including supporting customers who may be vulnerable or presenting with mental health needs.
- Build and maintain positive working relationships with customers, Council officers, and partner organisations to ensure effective service delivery.
- Accurately record customer information and maintain records in line with GDPR requirements and Council policies.
- Process customer payments and ensure transactions are recorded correctly.
- Identify and escalate safeguarding concerns and service issues appropriately, following relevant policies and procedures.
- Recognise when specialist support is required and carry out effective referrals or warm transfers to ensure customers receive the right assistance.
- Work confidently across multiple systems while managing customer interactions, maintaining accuracy and engagement in a fast-paced environment.
- Prioritise competing demands effectively, remaining calm, professional, and customer-focused when dealing with complex situations and sensitive enquiries.
Ready to make a difference? If you're customer-focused, resilient, and motivated by helping others, apply today and become part of a team that delivers valued support to communities across West Sussex.
Required Qualifications and Skills
- Educated to GCSE level or equivalent, or able to demonstrate comparable experience.
- Experience in a customer service environment, handling enquiries, resolving issues, and effectively prioritising customer contacts.
- Proven ability to deliver high standards of customer service and professionalism, including managing sensitive or complex situations with empathy.
- Strong IT and keyboard skills, with experience using Microsoft Office applications, social media platforms, and other systems to support service delivery.
- Excellent verbal and written communication skills, with the ability to explain complex or technical information clearly and effectively.
- Strong interpersonal and active listening skills, with the ability to build positive relationships with customers and colleagues.
- Ability to communicate sensitively and professionally with a diverse range of customers, including vulnerable individuals, those with mental health needs, and people for whom English is not a first language.
- Skills to handle confidential and sensitive information with discretion, professionalism, and integrity.
For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.
Rewards and Benefits
We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.
A laptop and mobile will be supplied if applicable to your role. You will benefit from 25 days annual leave, rising to 28 days after 5 years’ service (pro rata for part time) plus the opportunity to buy additional leave and an excellent local government pension scheme
A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.
For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.
Further Information
The reference number for this role is CPP01402.
For an informal conversation or for further information regarding the role, please contact Mike Thompson at [email protected]
For issues or queries regarding your application please contact [email protected] .
Click apply below, upload your CV, and complete the application form, explaining how you meet the key skills in the attached job description. Please ensure all that any gaps in employment are covered in your CV.
Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. This post is subject to Right to Work within the UK, satisfactory references and a health check.
Equity, inclusion and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.
We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application help page.
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