Jobs in customer services
Learn more about the different roles we offer in our customer services centre.
We’re looking for people who love to communicate and are passionate about making a positive impact on people’s lives.
Join us and enjoy the support of our friendly, diverse and experienced team. Along the way, you'll get plenty of opportunities to learn new skills and progress your career in customer service. With our excellent benefits package and inspirational values, you'll know you made the right choice.
Customer service roles
From customer service representatives to data analysts, there are plenty of ways you can help us support the people of Oxfordshire.
Learn more about the work of some of these roles and how they collaborate with other teams within our organisation.
Customer service advisor
Customer service advisors are the heart of our customer service centre. Their role is to answer customer questions or signpost them to further support. This is done in several different ways, including emails and phone calls. Each enquiry is different, and there's always something new to get stuck into. So, if you like your day buzzing with variety and energy, then this is the role for you.
Social and healthcare advisors
This role is similar to that of our customer service advisors, but social and healthcare advisors handle more specific types of queries. Our advisors will often spend much longer on each enquiry as they tend to be much more in-depth. This role is ideal for people interested in a career in social and healthcare services.
Customer feedback team
Our customer feedback team is highly customer-focused and handles high-level complaints. They work closely with different areas of the council to ensure complaints are handled correctly. If you have an eye for detail and enjoy helping customers resolve their concerns, then this is the customer service role for you.
Team leaders and supervisors
Our team leader and supervisor roles differ from day to day. They ensure that we have advisors across all our enquiry channels and are there to support colleagues when they need it. Team leaders will help to handle different types of customer enquiries and ensure training is delivered for their team. This is an ideal job if you enjoy leading, inspiring, and coaching teams.
Continuous improvement team
The continuous improvement team add the insight we need to improve how we deliver our services. Their analysis both identifies ways we can enhance the customer experience and, if needed, the training or process change we need to make it happen. If you enjoy data analysis and want to help us develop our skills and improve how we do things, then this team is the ideal fit for you.
Benefits
Join us and enjoy a whole load of great perks and rewards. Whether it's our great annual leave package, colleague recognition scheme or our focus on health and wellbeing, you'll get more from a career with us.
Our contact centre hours are 8.30am - 5pm, so you’ll enjoy a stable working pattern, with no weekend or bank holiday shifts. In addition to full-time roles, we offer part-time roles, and we have casual contracts available if a permanent role is not for you. Our agile working policy means we’re happy to chat about how you work around your home life.
Customer Contact Association award
We are proud to hold global accreditation from the renowned Customer Contact Association. This prestigious certification demonstrates our ongoing commitment to an excellent customer experience and outlines how we meet established standards for customer care.
A week in customer service
Working in customer service can be different every day. Take a look at a typical week to see what our different team members get up to.
Monday
First thing on Monday, team leader Lucy delivers a 20-minute huddle for her customer service advisors. They share and discuss priorities, performance and objectives for the day. Customer service advisor Ben answers an email from a customer requesting a residential parking permit. Ben processes the application with the transportation team. During the afternoon, Jack delivers training about our values for new starters.
Tuesday
Tuesday begins with Deborah, one of our customer service advisors, helping a resident who is involved in the Homes for Ukraine scheme. Over lunchtime Suzette in our customer feedback team is working with roads, travel and maintenance to help them improve how they provide feedback to their customers. The day ends with customer service adviser Alan responding to phone calls from parents asking how to register their children in primary school.
Wednesday
During the morning social and healthcare advisor Martin deals with an email from someone who needs advice and guidance on ordering a wheelchair for an elderly parent. Later in the day we see Tilly, a recruitment officer, meet with team leaders to shortlist candidates interviewing for a post in the contact centre. The day closes with customer service advisor Chloe processing an application for a Blue Badge, which will help a disabled resident with parking.
Thursday
Thursday morning starts with customer service advisor Deborah receiving a phone call from a business asking to have a dropped kerb installed. She works with colleagues across the wider organisation to arrange this arranged. Over lunch, Dena enjoys one of our bring-and-share lunches, which are a great way to meet colleagues over food. Thursday wraps up team leader Lucy holding a series of one-to-one meetings with different team members to chat about their performance and training needs.
Friday
The week ends with quality and performance analyst Ciro compiling data on call handling times into a report for team leaders. Soon afterwards, customer service advisor Dimple helps first-time parents to register the birth of their child's birth. Towards the end of the day, Rebecca, our social and healthcare trainer, is developing online training resources she can share with her colleagues.