Job title: Customer Service Officer

Salary: C3 £32,061 - £33,699

Hours: 37 hours per week

Contract: Permanent

Location: Merrion House, 1st Floor West, 110 Merrion Centre, LS2 8BB with Hybrid Working in place

Introduction

Do you want to be part of service helping to deliver our best city ambitions?

Are you comfortable both managing your own workload and working as part of an enthusiastic team?

If yes, this could be the new challenging opportunity that you are looking for!

The Interpreting and Translation Team provides a comprehensive range of services and is responsible for coordinating communication support to ensure non‑English speakers can access Council and external services

As a Customer Services Officer, you will be hardworking, committed, and enthusiastic, contributing effectively as part of a team to deliver an interpreting and translation service that meets the needs of the citizens of Leeds

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As a Customer Services Officer, you will demonstrate:

Excellent listening and communication skills
• Exceptional attention to detail
• A strong willingness and ability to learn
• The ability to work effectively under pressure while managing multiple tasks
• Proficient problem‑solving skills

About the role

As our next Customer Services Officer, you’ll play a vital role in helping the Citizens of Leeds access Council services with the co-ordination of interpreters and translations.

Your primary responsibilities will include coordinating a comprehensive Interpreting and Translation service to ensure non‑English‑speaking customers have appropriate interpreter support to access Council and external services. You will manage requests for interpreting and translation, handling all client and supplier enquiries by email or telephone and working on the team database. You will also be responsible for recruiting new interpreters and translators in line with strict criteria to ensure service demand is met. In addition, the role involves training and coaching new team members, as well as delivering presentations and overviews about the service

As a small team operating in a fast‑paced environment, the service requires individuals who can demonstrate resilience and work effectively under demanding conditions.

You will be office‑based during the training period, after which you will move to a hybrid working arrangement that combines both office and home working

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements

a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidance for further advice on completing your application.

If you have any queries or would like an informal chat about the role please contact Jayne Grant, Advice & Access Manager. Call 0113 3367805 or email jayne.grant@leeds.gov.uk.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description

Job purpose

As a Customer Services Officer, you will co-ordinate requests for interpreters and translations using the team’s database and recruit new freelance interpreters and translators to our register. You will investigate and action any complaints, deliver training to new staff and give advice and overviews of the Interpreting and Translation service whilst ensuring a professional, responsive and caring service is provided.

Responsibilities

Provide a welcoming, professional customer service function and handle enquiries, including resolving complex issues and working with partners as needed.
Promote and demonstrate the Interpreting and Translation Team’s work to visitors.
Display a flexible approach to service delivery and to display resilience to demanding and pressured situations.
Recruit, register and induct freelance interpreters and translators, and develop induction programmes for new starters.
Complete reference requests on behalf of the Advice & Access Manager and manage requests for translation and interpretation.
To take ownership of enquiries, to resolve enquiries without assistance, working with internal and external partners in more complex cases.
To investigate complaints and action as appropriate.
To monitor all aspects of the Interpreting and Translation service and be proactive in resolving queries. These may include processing new and outstanding bookings, queries, amendments, and recruitment.
Support day‑to‑day staff management, investigate complaints, and ensure effective team meetings and briefings.
Communicate effectively with a wide range of people, deliver talks and training sessions, and promote equality in all areas of work.
Carry out duties in accordance with Council values and undertake any additional tasks appropriate to the post.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Qualifications: Minimum grade C GSCE in Maths and English

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Excellent organisational skills
Ability to prioritise and organise own work as well as work as part of a team
Ability to work under pressure and multitask
Ability to deal sensitively with a wide range of enquiries
Ability to respect confidentiality
Ability to work to customer care standards
Ability to develop productive working relationships with partners, Council departments and other agencies
Ability to communicate effectively with a wide range of people, face to face, over the telephone.
Ability to remain calm when dealing with clients who may become upset/aggressive

Essential behavioural and other characteristics

Willing to be adaptable and flexible
To work on own initiative, without supervision, and to show self-reliance and foresight
Understand and embrace Leeds City Council values and behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

Desirable requirements

Knowledge and understanding of the Interpreting and translation service