Customer Service Officer
| Dyddiad hysbysebu: | 10 Mawrth 2026 |
|---|---|
| Cyflog: | £29,540 i £32,061 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Mawrth 2026 |
| Lleoliad: | Chichester, West Sussex, PO19 1RG |
| Cwmni: | West Sussex County Council |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | EIE01518_1773138657 |
Crynodeb
Do you have experience working in a fast-paced customer service role, where you provide crucial information, resolve queries with care and skilfully prioritise calls? Can you showcase exceptional communication skills, allowing you to convey often technical information to customers in a way that truly resonates with them?
If the answer is yes, we want to hear from you!
We are looking to appoint a Customer Service Officer to join the Highways Customer Service Hub and deliver an efficient customer journey by handling first-level escalations, keeping customers informed and ensuring all issues are resolved within agreed timescales.
Salary: £29,540 to £32,061 per annum
Contract type: Permanent
Working pattern: Full-time - 37 hours per week
Location: County Hall Chichester, West Street, Chichester, P019 1RQ. There will also be a requirement to work from our other offices and depots across West Sussex County.
Interview date: 25th and 26th March 2026
We do reserve the right to close this advertisement early if we receive a high volume of suitable applications. We encourage you to submit your application at your earliest convenience.
The Opportunity
In this role, you will provide a transactional front-line service direct to customers and deliver a truly customer-focused service which delivers 'customer excellence' consistently across the Highways and Transport service.
Any given day can often feel quite different from the next! There will be some key responsibilities likely to feature in this role including:
- Being the essential contact point for providing solutions to customer enquiries through phone, email, letter and social media, including logging customer enquiries and producing well written letters and emails.
- Proactively engaging with the community and Councillors, keeping them up to date with planned activity across Highways.
- Working collaboratively with the Customer Service Centre, Highways Officers and contractors, ensuring reports and required works are efficiently coordinated and communicated.
- Supporting the Highways and Transport service by taking ownership and coordinating Freedom of Information responses, ensuring responses are of the highest quality and provided within the stated timescale.
About you
Some of the key skills, experience and knowledge required to be successful in the role include:
- Experience of working in a busy customer service role, providing information, resolving queries and prioritising calls.
- Strong communication skills, both in verbal and written format, with the ability to confidently build relationships with a wide variety of stakeholders at all levels.
- Competent IT skills and a good working knowledge of Microsoft packages, specialist software, social media and other required IT products.
- A basic knowledge of road maintenance and repair, to be able to explain the different stages of the process to a customer with some clarity.
- Keen attention to detail, able to prioritise between competing demands and to remain calm in challenging situations.
- Good understanding of customer care principles and knowledge of our escalation process.
Please refer to the Job Description attached for more information on the Key Skills and experience required.
Rewards and benefits
As an employer we recognise that it is our employees that are central to everything we do. 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. Upon joining us you will have access to a range of benefits including the following:
For a full list, please visit our Rewards and Benefits page.
Further information
The reference number for this role is EIE01518.
For an informal conversation or for further information regarding the role, please contact hiring manager Nicola Welling at
For issues or queries regarding your application please contact
To apply, please follow the links below to upload your CV and Cover Letter. In your cover letter please outline your motivations for applying and explaining the skills and experience you can bring to the role (please refer to the key skills) ensuring 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 3 years referencing 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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