Customer Support Officer

Company Description

Job Advertisement

Closing Date: 02/11/2026

Conwy is committed to safeguarding. Qualifications and references will be verified.

Welsh Language Skills: the ability to communicate in Welsh is essential for this post. We welcome applications in both Welsh and English, and application forms received in either language will not be treated less favourably than each other. We’re passionate about supporting and encouraging you to use your Cymraeg whatever your level, and offer free classes at all levels, in-person and online.

For an informal discussion about the role, contact Melanie Egan, Senior Business Development and Customer Communications Officer, on 01492 575409 or [email protected].

We are a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you evidence that you meet the essential criteria of the job.

About the role

We are looking for a self-motivated individual to support the Environment, Roads and Facilities department in providing a first class customer service to residents and visitors to Conwy. The role is based at Coed Pella, Colwyn Bay, on a hybrid basis, 37 hours per week, permanent (Grade G03).

You will be the first point of contact for customer enquiries, responding to and resolving them or tracking service requests to colleagues as appropriate. You will provide support to customers by phone, email and video appointments, dealing with all requests professionally and in a timely manner.

Main Duties

• Assist in providing an effective Customer Support Service for the department, ensuring compliance with the Corporate Customer Charter and maintaining the Customer Service Excellence standard
• Provide accurate, meaningful and consistent advice and information to customers, ensuring that they understand the action which will be taken, in accordance with Council policies, current legislation and statutory guidance
• Deliver a knowledgeable and professional service to all customers from the first point of contact
• Respond to challenging customers empathetically and sensitively, identifying those with complex needs and referring / signposting to partner services as appropriate
• Listen patiently, empathise with the customer’s situation and convey a genuine desire to help and support in order to gain the respect and confidence of the customer
• Be professional at all times by projecting a good departmental image, ensuring all queries are answered to the customer’s satisfaction
• Assist with the administration of a number of services such as tramway, street lighting, highway maintenance, commercial waste, allotments, home to school transport, crematorium, cemetery, street works and civic amenity van permits (this list is not exhaustive)
• Log and receive payments by credit/debit card, cheque or cash for any service provided by the department via the recommended system
• Provide customers with comprehensive responses to a wide range of enquiries in relation to all services provided by the department
• Resolve customer queries within specified timescales to the satisfaction of the customer
• Progress outstanding queries and calls to ensure a satisfactory resolution, highlighting difficult queries or potential issues to the Supervisor or Group Manager as soon as they arise and escalating unresolved queries
• Be flexible in a fast moving and changing environment and actively share new knowledge to help others provide an enhanced service
• Liaise and work with other team members to ensure the office is covered at all times
• Actively work with team members on a daily basis to reach team goals and provide support to other team members when necessary

What we’re looking for

You will need a good standard of education with clear literacy skills. Excellent listening skills, demonstrating the ability to listen patiently and empathise with the customer’s situation, are important. Strong IT and keyboard skills are essential.

Why apply?

• Flexible working options for a work life balance, including adjusting your working day
• Hybrid working – a balance of office and home working
• Free Welsh classes at all levels, in-person and online

Essential

• GCSE in Maths and English at Grade C or above, or equivalent qualification
• Ability to communicate clearly both verbally and in writing
• Good keyboard skills demonstrating speed and accuracy
• Excellent listening skills, demonstrating the ability to listen patiently and empathise with the customer’s situation
• Proven ability to deal with challenging customers and keep calm under pressure, remaining professional and tactful at all times
• Ability to remain focused during busy periods
• Proven customer handling skills
• Experience of taking payments over the phone
• Strong IT skills, particularly working with Microsoft Office packages
• The ability to communicate in English
• The ability to communicate in Welsh at Level 4 for speaking
• Able to work as part of a team and on own initiative, as some of the work may be unsupervised
• Excellent negotiating skills, with the ability to influence others and present pertinent issues and facts persuasively, both verbally and in writing, helping customers see the most constructive way forward
• Contributes creatively to change processes, demonstrates an adaptable attitude and responds to new ways of doing things
• The ability to motivate yourself and others to achieve results in a pressured environment
• A ‘can do’ attitude, initiative, enthusiasm and a responsible approach to all tasks
• First point of contact with members of the public, elected members, all staff and other bodies
• Ability to prioritise customer needs
• Able to monitor the escalation of difficult queries, and know when to pass “up” a problem to be resolved
• Ability to work on own initiative to assess and prioritise workload
• Ability to maintain and monitor an Information Management System
• Responsible for a laptop, monitor, keyboard and mouse
• Whilst the work is mainly office based, capable of accessing all sites and working in inclement weather
• Able to attend meetings and training events throughout the County and further afield, and travel to them in a timely manner