JOB NEWS: Durham County Council is hiring Customer Service Assistants to work on a Part-time, Hybrid basis

Employer
Durham County Council

Location
Civic Centre, Crook, with hybrid working
Primary base in the call centre

Salary
£24,790 – £25,992 per year (Grade 4)

Contract & hours
Temporary
37 hours per week, full time
3 posts available
1 post for 12 months
2 posts for 6 months

Closing date
8 February 2026
Interviews week commencing 23 February 2026

Vacancy details
Job category: Admin / Secretarial / Customer Services
Vacancy ID: 291232
Post number: RES/26/012

Role overview
You will work as a Customer Services Assistant in a busy contact centre environment, acting as the first point of contact for customers, residents, service users and stakeholders. The role involves handling telephone calls and digital enquiries across multiple council services.

Key responsibilities
Answer incoming calls and respond to digital enquiries
Provide support and information across services such as refuse and recycling, garden waste and housing solutions
Listen carefully to customer needs and respond with patience and empathy
Manage challenging or sensitive interactions professionally
Work to targets and performance indicators
Deliver a consistently high standard of customer service

What you need
4 GCSEs at grades A–C (or equivalent)
Experience of dealing with the public through a range of contact channels
Strong listening, communication and interpersonal skills
Ability to work calmly in a fast paced contact centre environment
Empathy and patience when dealing with vulnerable or upset customers

Training and support
Full training provided
Ongoing team support in a friendly, collaborative environment

Guaranteed interview scheme
Available for applicants who meet all essential criteria and identify as disabled, a looked after young person, care leaver or veteran

Benefits
27 days annual leave, rising to 32 after five years’ service
Local Government Pension Scheme
Flexible and hybrid working arrangements where applicable

How to apply
Applications must be made online via the Northeast Jobs portal
CVs are not accepted
Use the person specification section to clearly evidence how you meet the essential criteria

Informal discussion
Karen Jones
karen.jones@durham.gov.uk

To apply please see the official job vacancy page here.