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Working at the council | Customer Services

"Knowing that people have a great experience of the council is hugely rewarding."

Erica Kler, Customer Service and Access Team Officer

Customer Services

We’re the council’s main point of contact, answering people’s questions over the phone and in person and helping them to access a variety of services. This includes offering a range of computers, self-service stations and document scanners for customers to use at various sites across the city.

Join us and you’ll find a fast-paced, rewarding and fun environment, even though we often deal with serious issues. You’ll enjoy plenty of support and full training to support people who can often be vulnerable or upset. This is a great place to learn about different areas of the council and there are opportunities to move into other departments.

Our modern customer service centre in Granby Street is open 8am-6pm, Monday-Friday, so we offer flexible working hours, starting between 8am and 9.30am to suit your personal needs. We also offer part-time working.

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Typical roles in Customer Services

Customer Service Agent

You’ll be dealing with customers over the phone and guiding them through the council’s services to find what they need. Based in our modern, open-plan contact centre, you’ll be handling customer contact daily and using your initiative to point people in the right direction. Naturally, you’ll need to be positive, helpful and resilient, with the ability to deal with people who may be upset, angry or vulnerable.

Customer Contact Agent

You’ll be dealing with a range of different customer issues, either over the phone or face-to-face for more complex requests. You’ll need a bright, positive attitude, with the ability to think and act independently to suggest practical solutions. Naturally, you’ll need the resilience to deal with a variety of people who may be upset, angry or vulnerable.

Front of House Agent

We welcome up to 3,000 people a month into our offices on Granby Street and you’ll be there as they walk through the door, to help them find the answer they need. How? By promoting our online services and helping them to help themselves, using our self-service stations. Naturally, you’ll need to be bright, friendly and helpful, with the character to deal with people who may be upset, frustrated or angry.

Customer Services in numbers

City Centre Location
10  

sites across Leicester

Online transaction
7,000

online transactions managed per year

Telephone enquiries
50,000

calls answered each month

Visitors to office
3,000

visitors a year to our Granby Street offices

Customer satisfaction
98%

customer satisfaction transport schemes since 2011

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Focus on … Front of House Agent

As the face of the council, you’ll deal with everyone who walks through the door of our Granby Street office. Whether they’re distressed, frightened, angry or just confused, you’ll help and support them. With the ability to think on your feet and take the unexpected in your stride, you’ll need the strength of character to bounce back from whatever each day throws at you. Most of all, you’ll be great at supporting and helping a wide variety of people.

Meet some of the team

Jade

Customer Service Assistant and Events Co-ordinator

I work at New Walk Museum, helping to keep our galleries open and accessible to the public. It’s a hive of activity - if we’re not stewarding galleries or welcoming school groups, we’re designing new gallery resources, arranging weddings, dealing with venue hire and working with local contractors to maintain the historic building. Every day has the potential to be different.

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Anees

Customer Contact Officer, Finance

I really enjoy being there to help people and the city council is one of the best platforms to do this. It can be a stressful job at times, but everyone’s friendly and upbeat, so we always pull through together as a team. We help each other out when it gets tough and the team leaders and manager are supportive.

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Current customer services vacancies

Here are just some of the vacancies that we currently have in customer services. Simply, click on the job title to find out more.

You can see all the jobs we have available by clicking the ‘See all jobs’ button. But don’t forget, if you can’t find your perfect job right now, you can 'Register for job alerts' or ‘Make a speculative application’. That way, we’ll get in touch when a relevant job does come up.

We're always pleased to hear from talented people, so if you have any questions about the opportunities that we have available, or if there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to get in touch.

Email the resourcing team