Customer Service Officer – West Sussex County Council (Visa Sponsorship)

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.

Job Title: Customer Service Officer

Job Type: Full-time

Salary: £30,515 to £33,119 per annum

Location: West Sussex, United Kingdom

Interview Date:  Wednesday 11 November, Thursday 12 November and Friday 13 November 2026.

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.

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 download the job description and person specification. 

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.

Note:

1. If you are Currently in the UK and you need help Applying for jobs like these, you can consider joining our Telegram Channel by CLICKING HERE and our Telegram group by CLICKING HERE
2. Visa Sponsorship is available to those already in the UK 🇬🇧

Application Process:

For more information and application, CLICK HERE