Customer Service Assistant

Customer Service Assistant | 11464 | Permanent Contract | 37 hours per week | £26,847 to £27,274 per annum (Scale D) | County Hall / Hybrid

Norfolk County Council Customer Service Centre are looking for telephone Customer Service Assistants to join our high performing team.

We are looking for reliable workers to join our hybrid working multi-skilled team.

We respond to around 30,000 customer contacts per month. This role will be phone based, taking in-bound calls from a wide variety of customers.

With the challenges the Council faces with declining budgets, it is even more important that we deliver a high quality, customer focussed and effective service to all of our customers. As the authority streamlines its processes, our staff will support customers with information and access to services using the internet and various other resources, making sure customers receive a great service.

Do you

Have experience working in a high-pressure environment

Enjoy being an ambassador for excellent service

Have the ability to multitask, logging accurate information while talking to the customer

Diffuse difficult situations where the customer is in crisis

Get satisfaction from delivering a high standard of customer service

Enjoy using various resources to deliver the best and right service for your customer

Have a service improvement mind-set, wanting to make things better for our customers

Have good attention to detail and excellent data entry skills

Correctly use multiple systems simultaneously including Customer Relationship Management (CRM) to collate customer information in a clear and concise manner

If you have answered yes to all of the above then we would love to hear from you!

Our Customer Service Centre is open from 9am to 5pm Monday to Friday. We respond to contacts for all services provided by Norfolk County Council, so no day is ever the same.

These are some benefits you can enjoy by working for Norfolk County Council:

Competitive salary

Generous holiday entitlement

Health and Wellbeing services including fast-track physiotherapy and a free counselling service

Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.

* Financial benefits such as:

+ ‘ Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.

+ A Blue Light card for Fire Service and Social Care Workers

+ Relocation expenses (where applicable)

+ An advance of your expenses if you travel for work

+ Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions

+ Tax efficient ways of getting extra pension and new bikes

+ Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)

+ A payment if you refer someone you know to a hard to fill job

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Before you apply, we recommend reading the full Job description and person specification to help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditions here.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

We would like to make you aware that priority consideration for this post may be given to current employees who are at risk due to restructure within the organisation or are in a redeployment position.

Redeployment closing date: 21 October 2026 23:59

All other applicants closing date: 28 October 2026 23:59