Customer Service Officer (Apprentice)

Reference:3/AD/20/072 

Salary: £11,000

Working Hours:37 

Job Share:No 

Employment Type:Fixed Term  

Location:Shire Hall - GL1 2TG 

Closing date:09 March 2020 at midnight 

Fixed Term for up to 2 years


The Customer Service team is a multi channel, first point of contact service for a variety of internal and external customers. The service includes duties at both Shire Hall and Barbican receptions, the Adult Helpdesk, the Blue Badge Team and Care Services Finance. We provide a high quality service delivery across a diverse range of services on behalf of Gloucestershire County Council through various channels which currently include face to face, phone, email, web enquiries and social media.

The Blue Badge and Concessionary Bus Pass Team is a combined service who manage the applications and assessment of all Blue Badge applications and the discretionary applications for a Concessionary Bus Pass.

The Care Services Finance Team administers the finance function for Adult Social Care Services and some Children’s services.

We are looking for a polite, professional and customer focused individual to join our team. You will have a positive and “can do” attitude with the ability to work under your own initiative and respond quickly to changing priorities. You should have attention to detail and ability to communicate effectively at all levels. You will possess excellent time management and organisational skills.


Your role will include:



  • Engage with all customers in a courteous, prompt and appropriate manner using excellent written and verbal communication skills and in accordance with agreed customer service standards and statutory procedures relevant to the service area.

  • Provide effective service delivery to the Customer Services Team which may include working in Reception and answering queries on the Gloucestershire County Council Switchboard telephone line.

  • Respond to customer requests for information or a service using appropriate resources to ensure the highest quality service is maintained.

  • Ensure that all enquiries are acknowledged and responded to in a consistent and timely manner, in line with relevant standards and procedures.

  • Create and accurately maintain all electronic records ensuring compliance with the General Data Protection Regulations for the customer services team and all partner services and agencies.

  • Ensure resulting service referrals are created and shared accurately and with an appropriate level of urgency in line with relevant standards and procedures.


We are based in the city centre of Gloucester with easy access through public transport.

For an informal discussion please contact: George Grigg (Team Leader) 01452 427374
This advert may close earlier at the managers discretion based on the calibre of applications

Application Information

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We value diversity in our workforce and positively welcome applications from all sections of the community.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Below you will also find links to the Job Profile and Guidance Notes. Click ‘Apply’ to continue.

Only if you have difficulty accessing the information published online should you contact GCC Appointments & People Sourcing Team by telephone 01452-425888 or e-mail to ContactUs@gloucestershire.gov.uk quoting the vacancy reference number above.

If you wish to apply for this position on a secondment basis, please obtain approval from your current line manager that you may be released on a secondment before submitting an application form.

Application Options

Additional Information

  1. Job Profile