Customer Contact Officer

Salary: £28,153 - £29,542 per annum

Hours per week: 37 hours

Interview date: To be confirmed upon shortlisting

We are excited to be offering an opportunity within our Customer Support team to provide assistance, instruction and information to groups and individuals using Council services and facilities.

As a Customer Contact Officer, you will manage repair requests, diagnose issues, and prioritise different tasks. Your responsibilities will include recording accurate repair requests, authorising emergency works, and identifying rechargeable repairs. You will coordinate with surveyors and contractors, monitor progress, and assist tenants in resolving minor issues. Additionally, you'll schedule appointments, handle invoice payments, and ensure accurate data recording and reporting.

We are looking for a candidate with a strong administrative background and excellent working knowledge of MS Office. Your ability to effectively use your initiative when dealing with challenging situations is essential as this role involves predicting resource needs and maintaining high customer satisfaction through effective communication and problem solving.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here .

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer ‑ facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Cerys White, Senior Customer Support Officer, at [email protected] .

Please ensure to regularly check your spam or junk folder for any communication from us regarding the status of your application.

Application criteria

Please download and read the role description and person specification carefully before you apply.

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.

Specific qualifications, knowledge, and skills required for this role:

- Educated to A level or ability to demonstrate equivalent skills and experience
- Thorough understanding of the elements that make up a home and the need for repair.
- Diagnostic capability from limited information.
- Understanding and patient.
- Excellent communicator.
- The ability to use initiative when dealing with challenging situations.
- Awareness of equality and diversity issues.
- The ability to cope under pressure problem solving and analytical skills.
- Able to work with a wide range of people including members of staff and outside bodies.
- Good team member.
- A good standard of numeracy and literacy GCSE level passes at grade C or above in English and Maths.
- Analytical skills and an ability to report findings and recommendations clearly and concisely.
- Minimum of one years experience in social housing repairs or similar working environment .
- IT skills to ITQ2 or equivalent skill and ability

Desirable
- Invoicing experience.