Customer Services Officer

Job description

Customer Services Officer

City of Wolverhampton Council

📍 Location: Wolverhampton Civic Centre, St Peter's Square, Wolverhampton, WV1 1SH
💷 Pay Rate: £13.69 per hour
🕘 Hours: Monday to Friday, 9:00am - 5:00pm
📅 Contract: Temporary

Are you passionate about providing excellent customer service?

City of Wolverhampton Council is seeking a motivated and professional Customer Services Officer to join the Private Hire Taxi Team. This is an exciting opportunity to become part of a busy customer-focused environment, acting as a key point of contact for customers and supporting a vital public service.

As a Customer Services Officer, you will provide a comprehensive, efficient and responsive enquiry service, helping customers with a wide range of enquiries relating to private hire and taxi licensing services. You will work within a dedicated team to ensure customers receive accurate information and support through telephone, email and face-to-face interactions.

What will you be doing?

• Handling customer enquiries relating to Private Hire Taxi and Licensing services.
• Providing advice, guidance and information to customers via telephone, email and face-to-face contact.
• Taking ownership of enquiries and striving to resolve them at the first point of contact.
• Updating and maintaining customer records using Council systems.
• Investigating, tracking and following up enquiries where required.
• Working collaboratively with colleagues and other Council departments to deliver an efficient service.
• Processing administrative duties to support customer enquiries and applications.
• Ensuring service standards and performance targets are met.
• Assisting with service improvements by providing feedback and suggestions based on customer interactions.

What kind of calls will you be taking?

You will be dealing with enquiries relating to:

• Private Hire Taxi Driver Licences
• Vehicle Licences
• Taxi Badge Renewals
• Licensing Applications
• General Licensing Advice and Guidance
• Status Updates on Applications
• Customer Service Enquiries relating to the Private Hire Taxi Service

What are we looking for?

The ideal candidate will have:

✅ Previous customer service experience, ideally within a contact centre, local authority or administrative environment.

✅ Excellent communication skills, both verbal and written.

✅ Strong problem-solving skills and the ability to manage a variety of enquiries.

✅ Good IT skills and confidence using multiple computer systems.

✅ The ability to remain professional, courteous and calm in a busy environment.

✅ Strong organisational skills with attention to detail.

✅ A commitment to delivering outstanding customer service.

Training & Working Arrangements

• Training Duration: Approximately 2 weeks.
• Training Location: Civic Centre or Loxdale Site.
• Training Requirement: Full-time onsite attendance during training.
• Office Attendance: Initially 5 days per week in the office, with working arrangements reviewed following successful completion of training.

Why Join City of Wolverhampton Council?

• Competitive hourly rate of £13.69 per hour
• Monday to Friday working hours
• Opportunity to gain experience within Local Government
• Supportive team environment
• Comprehensive training provided
• Opportunity to contribute to improving services for residents and businesses across Wolverhampton

If you are customer-focused, professional and enjoy helping people, we'd love to hear from you.

Apply today to join the City of Wolverhampton Council Private Hire Taxi Team and make a difference to the customers and communities we serve.

Due to the high volume of applications we receive, only shortlisted candidates will be contacted. If you have not heard from us within 5 working days of submitting your application, please assume that on this occasion your application has been unsuccessful. We thank you for your interest in working with City of Wolverhampton Council and wish you every success in your future job search.

Reference 225702623

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