Customer Service Officer

About the role

Southwark Council is seeking a Customer Service Officer to join its fast‑moving contact centre. You will be the first point of contact for residents, handling calls, triaging issues and either resolving them or directing them to specialist teams. The role works across several service streams, including Housing, Environment and the 24/7 SMART and Telecare support teams.

Key responsibilities

• Answer inbound calls on the council’s telephony platform, assess customer needs and provide immediate solutions or appropriate referrals.
• Support the Housing and Environment day team (08:00‑20:00) and the out‑of‑hours team (17:00‑09:00, weekends and holidays) as required.
• Collaborate with back‑office and technical business areas to ensure seamless case handling.

Required profile

• Considerable experience in a customer‑facing role with strong communication and people skills.
• Commitment to equality, diversity and inclusion and ability to champion council values.
• Resilience, emotional sensitivity and a high tolerance for dealing with a wide range of resident concerns.
• Willingness to work flexible hours within the 08:00‑20:00 window, 36 hours per week.