Customer Services Officer

Customer Services Officer – Herefordshire Council

Salary: £26,847–£29,071 per year
Location: Hereford, Herefordshire, England
Employer: Herefordshire Council
Job Type: Full-time, permanent
Working Hours: 37 hours per week
Contract: Permanent
Grade: HC5
Closing Date: 10 November 2026
Reference: 3112 (HCWF01109708)
Visa Sponsorship: Not stated in the job advert
Qualification: GCSE English, grades A–C, or equivalent
Official Application: https://www.wmjobs.co.uk/job/280793/customer-services-officer/

Job Overview

Herefordshire Council is recruiting a Customer Services Officer to join its Advice and Referral Team within Adult Social Care. The successful candidate will provide an initial point of contact for members of the public and professionals seeking information, advice and support from the council’s Adult Social Care services.

This opportunity is suitable for candidates with customer service, office administration or secretarial experience who can communicate effectively, follow established procedures and help people access appropriate services.

Working alongside social workers and occupational therapists, you will help identify customers’ needs and connect them with the most suitable support. Depending on individual circumstances, this may include community organisations, voluntary groups, health services, charities or the council’s Adult Social Care pathway.

The position offers a permanent contract, a salary of up to £29,071 per year, a local government pension, generous annual leave and opportunities for professional development.

Job Summary

• Job title: Customer Services Officer
• Employer: Herefordshire Council
• Department: Adult Social Care – Advice and Referral Team
• Location: Hereford, England
• Salary: £26,847–£29,071 per annum
• Pay grade: HC5
• Hours: 37 hours per week
• Working pattern: Full-time
• Contract type: Permanent
• Closing date: 10 November 2026
• Reference number: 3112 (HCWF01109708)
• Essential education: GCSE English, grades A–C, or equivalent
• Relevant experience: Customer service and office or administrative work
• Microsoft Office: Required skill
• Visa sponsorship: Not stated in the advert; applicants should confirm eligibility directly with the council.

About the Role

As a Customer Services Officer, you will help members of the public and professionals navigate Adult Social Care services in Herefordshire.

You will be part of the Advice and Referral Team, working collaboratively with social workers, occupational therapists and other colleagues to understand enquiries and identify suitable responses.

The role involves taking a strengths-based approach to customer support. This means listening carefully to people, understanding their circumstances and helping them identify the appropriate services or resources available to them.

Some enquiries may be resolved by providing information or signposting customers to community and voluntary organisations. Others may require referrals or further consideration through the Adult Social Care pathway.

You will need to be approachable, helpful and confident in communicating with people from a wide range of backgrounds. The ability to search for information, follow procedures and respond appropriately while handling telephone enquiries will also be important.

Key Responsibilities

The advert does not provide a separate, detailed list of duties. Based on the responsibilities described, the role includes the following areas.

Providing First-Point Customer Support

• Act as an initial point of contact for members of the public and professionals contacting Adult Social Care.
• Listen to enquiries and establish the information or support customers are seeking.
• Communicate in a helpful, professional and approachable manner.
• Help customers understand the options available to them.

Identifying Needs and Signposting Services

• Use a strengths-based approach to understand customers’ presenting needs.
• Help connect individuals with appropriate community, voluntary-sector, charitable and health services.
• Identify when an enquiry may need to enter the Adult Social Care pathway.
• Help customers access the most appropriate response for their circumstances.

Administrative and Information-Handling Duties

• Follow established processes when responding to enquiries.
• Search for relevant information while taking telephone calls.
• Use Microsoft Office and other relevant systems to support the work.
• Work effectively within the team’s procedures and service requirements.

Teamwork and Collaboration

• Work alongside social workers, occupational therapists and other colleagues.
• Contribute to the effective delivery of the Advice and Referral Team’s service.
• Support a consistent and helpful experience for customers.
• Maintain a positive and cooperative approach when working with colleagues and members of the public.

Essential Requirements

Applicants should demonstrate the following qualifications, skills and experience.

Education

• GCSE English at grades A–C or an equivalent qualification.

Work Experience

• Experience working in an office, administrative or secretarial role.
• Customer service experience and the ability to respond positively to enquiries.

IT Skills

• Microsoft Office skills.
• The ability to search for information and use it to respond to enquiries.

Communication and Interpersonal Skills

• A positive approach to working with members of the public.
• The ability to work constructively with colleagues.
• An approachable, helpful and customer-focused attitude.

Organisation and Personal Effectiveness

• The ability to follow established processes.
• The ability to find relevant information while handling a telephone call.
• Self-motivation and the ability to contribute effectively to a team.

Applicants should explain how their previous experience and transferable skills meet these requirements in their application.

Who Should Apply?

This position may be suitable for candidates with experience in:

• Customer service and customer support.
• Office administration.
• Reception and telephone enquiries.
• Secretarial or administrative assistance.
• Public-facing service roles.
• Information handling and signposting.

Experience in health, social care or local government may be relevant, but the advert does not explicitly list previous Adult Social Care experience as an essential requirement.

Candidates should review the official job description and person specification before applying to confirm the complete selection criteria.

Salary and Employee Benefits

Herefordshire Council offers a salary of £26,847 to £29,071 per annum for this HC5 position, alongside a range of employee benefits.

Salary

The advertised annual salary is £26,847–£29,071. The advert does not specify the starting point within the salary range for an individual appointment.

Local Government Pension Scheme

Successful employees can enrol in the Local Government Pension Scheme (LGPS), providing access to the council’s contributory pension arrangements.

Annual Leave

The advertised benefits include:

• 31 days of annual leave, pro rata.
• Bank holidays in addition to annual leave.
• The option to purchase up to 10 additional days of annual leave per year, subject to line manager approval.

Flexible Working

The council lists a range of flexible working arrangements, including:

• Flexi-time.
• Job-sharing.
• Part-time hours.
• Home working in some circumstances.

These arrangements are subject to the needs of the role and the council’s applicable policies. The advert does not confirm that this particular post can be performed entirely from home.

Employee Assistance Programme

Employees can access an Employee Assistance Programme offering support and counselling 24 hours a day, seven days a week.

Staff Discounts and Benefits

The council’s benefits scheme includes access to retail, leisure, holiday and health-related offers, including savings, cashback and discounts.

Career Development

The council highlights potential progression routes in areas such as:

• Customer services.
• Commissioning for Adult Social Care.
• Trusted assessor roles.
• Apprenticeships.

These opportunities may support employees who want to develop their skills and progress into other roles within the council.

Training and Career Progression

Herefordshire Council highlights career pathways and development opportunities as part of its employee offer.

The advertised progression routes include customer services, Adult Social Care commissioning, trusted assessor roles and apprenticeships.

However, the advert does not confirm a specific induction programme, guaranteed formal training course or training qualification attached to this vacancy. Applicants who want further information about onboarding and development should contact the recruitment team or ask during the recruitment process.

Visa Sponsorship and Right to Work

Visa sponsorship status: Not stated in the job advert.

The published vacancy does not explicitly confirm whether Herefordshire Council can sponsor a candidate under the UK’s Skilled Worker visa route for this position.

Applicants who require a new Certificate of Sponsorship, a change of sponsor or other employer-supported immigration arrangements should contact the council before applying to establish whether sponsorship is available for this specific role.

Do not assume that sponsorship is available simply because the employer is a local authority. Eligibility depends on the employer’s sponsorship arrangements and the applicable immigration requirements for the position.

Location and Working Arrangements

The position is based in Hereford, Herefordshire, England.

The advert specifies 37 hours per week on a full-time, permanent basis. It also states that flexible arrangements, including flexi-time, job-sharing, part-time hours and some home working, may be available in appropriate circumstances.

Applicants who need a particular working arrangement should discuss this with the employer during recruitment.

Equality, Diversity and Inclusion

Herefordshire Council states that it is committed to building an inclusive workforce that reflects the communities it serves.

The council encourages applications from people with different backgrounds and experiences, including applicants who do not meet every element of the job description but believe they can make a positive contribution.

The council also operates commitments connected with the Disability Confident scheme, the Armed Forces Covenant and support for care leavers.

Applicants who meet the essential criteria and identify themselves within the relevant categories may be eligible for an interview under the council’s stated commitments:

• Applicants who indicate that they have a disability.
• Armed Forces veterans or reservists who identify this in their application.
• Herefordshire care leavers who identify this in their application.

Applicants should provide the relevant information in their application where applicable and review the council’s recruitment guidance for further details.

Reasonable Adjustments

Recruitment is carried out in partnership with Hoople Resourcing.

Candidates who require reasonable adjustments or alternative methods for completing the online application process can contact the resourcing team.

Email: enquiries@hoopleresourcing.co.uk

Applicants are encouraged to raise any accessibility requirements so that appropriate arrangements can be considered.

Safeguarding and Background Checks

Herefordshire Council emphasises its commitment to safeguarding children, young people and vulnerable adults.

The advert states that an offer for this position will be subject to a Disclosure and Barring Service (DBS) check.

Applicants should be prepared to complete the relevant pre-employment checks if offered the role.

How to Apply

Interested candidates should apply through the official vacancy page before the closing date.

Official application link: https://www.wmjobs.co.uk/job/280793/customer-services-officer/

Application Steps

1. Open the official vacancy page.
2. Read the full job description and person specification.
3. Prepare and upload an up-to-date CV.
4. Complete the online application form.
5. Explain how your qualifications, experience, skills and abilities meet the requirements of the role.
6. Refer directly to the job description and person specification when providing supporting information.
7. Submit your application before 10 November 2026.

Shortlisting and Interviews

If you are shortlisted, Hoople Resourcing will contact you by email to arrange an interview and/or assessment.

The recruitment team will confirm the date, time and location of the interview. Applicants should monitor their inbox and check their spam or junk folder regularly after submitting an application.

Informal Enquiries About the Role

Candidates who would like to discuss the vacancy informally can contact:

Email: CWRecruitment@herefordshire.gov.uk

Application Support and Accessibility

For reasonable adjustments or alternative ways to complete the online application, contact:

Email: enquiries@hoopleresourcing.co.uk

About Herefordshire Council

Herefordshire Council is a local authority responsible for providing services to communities across Herefordshire.

The council highlights its commitment to community wellbeing, inclusion and helping residents access appropriate support. Its Talk Community approach focuses on helping people support themselves, strengthening communities and connecting individuals with resources that meet their needs.

The council’s wider ambitions include improving services and building stronger communities through collaboration and transformation.

Candidates can learn more about the council’s working environment and the area through its recruitment website:

Website: https://www.spiritofherefordshire.com/

Important Dates and Vacancy Details

• Application deadline: 10 November 2026.
• Employer: Herefordshire Council.
• Job reference: 3112 (HCWF01109708).
• Salary range: £26,847–£29,071 per year.
• Contract: Permanent, full-time.
• Hours: 37 per week.
• Location: Hereford, England.
• Visa sponsorship: Not stated in the advert.

Apply for the Customer Services Officer Job

If you have customer service skills, office administration experience and the ability to help members of the public access the right services, consider applying for this permanent opportunity with Herefordshire Council.

Closing date: 10 November 2026