About this job

<div> We are looking for enthusiastic, customer-focused individuals to join our award-winning Customer Services team as a Customer Service Officer. As a Customer Service Officer, you will play a key role in delivering high-quality services to residents, acting as the first point of contact for a wide range of enquiries and helping customers access the support they need. Working in a fast-paced, fully remote environment, you will provide professional, efficient and empathetic customer service across multiple channels, including telephone, email, webchat and social media. You will be responsible for handling a diverse range of enquiries, from straightforward requests to more complex and sensitive issues, taking ownership of customer interactions and ensuring enquiries are resolved wherever possible at first contact. Where required, you will liaise with internal departments and specialist teams to secure the best outcomes for residents and ensure issues are resolved promptly and effectively. A key element of the role will involve supporting vulnerable residents and customers with differing needs. You will demonstrate empathy, patience and professionalism while identifying the most appropriate support, guidance or referral services available. As part of a modern, forward-thinking Customer Services team, you will actively promote digital services, helping customers access online tools and encouraging self-service where appropriate. You will use a range of systems and technologies to manage customer interactions, record information accurately, and contribute to a seamless customer experience. This role offers the opportunity to make a real difference to residents every day while contributing to the ongoing transformation of customer services. We are committed to innovation, continuous improvement and embracing new technologies, including AI-enabled service solutions, to enhance the customer experience and improve service delivery. In addition to delivering excellent customer service, you will contribute ideas, feedback and solutions that help shape the future of our services. We value creativity, innovation and a willingness to challenge existing ways of working to improve outcomes for both customers and colleagues. Please note: This position is offered on a fixed-term basis for an initial period of 5 months, with the possibility of extension for a further 12 months, subject to business needs. The role is full-time and fully home-based. </div>

Special requirements for this post

To be successful, you must have: <ul> <li>A dedicated and suitable workspace within your home.</li> <li>Reliable high-speed broadband/Wi-Fi capable of supporting voice and digital customer interactions. </li> <li>The ability to work independently while remaining connected to a supportive virtual team environment.</li> <li>A commitment to maintaining confidentiality and information security when working remotely. Council equipment will be provided.</li> </ul>

About you

Are you passionate about delivering exceptional customer service and making a real difference to residents' lives? We're looking for enthusiastic, customer-focused individuals to join our growing Customer Services team as Customer Service Officers. This is not your typical contact centre role. As a Customer Service Officer, you will be at the heart of helping residents access a wide range of council services, providing advice, guidance and support through multiple channels including telephone, email, webchat, social media and digital platforms. Every day is different. You'll handle a variety of enquiries, support customers with complex issues, identify the right solutions and ensure residents receive the help they need at the earliest opportunity.

About us

Barking & Dagenham is changing. It Starts Here. Think you know Barking and Dagenham? Think again. While this small corner of east London might have a reputation for needing development, scratch beneath the surface and you’ll find active communities and a place that consistently punches above its weight. The borough is changing – and changing for the better. And It Starts Here. Yes, the borough has its challenges. But it’s on the cusp of something exciting. With one of the youngest populations in the country, ambitions are high and rightly so. 98% of our schools are rated Good or Outstanding and every year more of our talented teenagers get into Russell Group Universities and hotly sought after apprenticeship schemes. We have award winning parks, centuries old manor houses full of relics and artifacts you can go and see, and the ruins of one of Anglo-Saxon England's most powerful and wealthiest religious sites. We’re even bringing beavers and white storks to the borough to help rewild the local landscape and boost biodiversity. Over the past few years, we’ve been working hard to improve how we deliver services and support our community. From tackling inequality to making sure our services are the best they can be, we’re focused on what matters most to local people.  We’re creating the conditions for people to thrive - so everyone can enjoy a good quality of life, feel proud to call this place home, and be part of something bigger.   #ItStartsHere - with our streets, our schools, our neighbourhoods. And with your application to join our determined team who are passionate about doing what’s best for the future of Barking and Dagenham.  As an Investors in People Gold Award employer, we’re serious about supporting our staff. From flexible working, professional training and career development to wellbeing initiatives, we want our people to feel valued and supported in everything they do.

Additional Information

We’re committed to providing an inclusive and accessible recruitment process. If you require any adjustments or support at any stage, please contact the Hiring Manager to discuss your needs. Application Process will be paused after the first 100 applications are received.

Available documents

Customer Service Officer - Generics August 2026.docx