About the Role

Be a Voice for the Liverpool City Region! Part-Time Customer Service Heroes Wanted!

Do you love helping people and solving problems? Are you passionate about the Liverpool City Region? Then this is your chance to make a real difference!

The Liverpool City Region Combined Authority is looking for an enthusiastic and dedicated Customer Service Officer to join our established Contact Centre team on a part-time basis.

As the first point of contact for our community, you'll be the friendly voice and helpful hand that people rely on.

You will work 17.5 hours per week working Monday to Sunday.

The Contact Centre is staffed between 6.45am through to 8.15pm Monday to Friday and 7.45am through to 6.15pm Saturday, Sunday and Bank Holidays.

This is a 6 month fixed term role until 30/11/2026.

What you’ll do:

• •Handle a variety of customer inquiries via phone, email, and social media with a positive and helpful attitude.
• •Take ownership of customer queries and provide timely, accurate, and satisfactory resolutions.
• •Be a champion for excellent customer service, putting the customer at the heart of everything you do.
• •Contribute to a high-performing team, working collaboratively to achieve team goals.
• •Adapt to the individual needs of each customer, providing a personalised service.

What you’ll bring:

• •Previous experience in a customer service or contact centre environment.
• •A passion for customer service and a 'can-do' attitude.
• •Excellent communication and interpersonal skills.
• •Competency in IT systems and applications (including Microsoft Office Suite).
• •Ability to work well within a team and on your own initiative.
• •Commitment to learning and development.
  
  

Bonus Points:

• •Experience of digital customer service (social media, chatbots, web forms) is desirable.
• •Knowledge of working within established policies and procedure to comply with Governance and Audit Standards within BACS, PCI DSS and GDPR would be advantageous.
  
  

If you think you match the job description, and our values, then click on the link to apply.

Please ensure that you provide clear examples and evidence in your application of how you meet the below key essential criteria.

The information you provide in your application will be used for shortlisting.

1) Describe your experience of delivering high-quality customer service in a contact centre or similar environment, including how you use IT systems to handle enquiries efficiently while ensuring customers receive a positive and professional experience.

2) Tell us about a time when you had to adapt to changing demands or working arrangements while maintaining excellent communication and service delivery for customers.

3) Explain how you work effectively in a role that requires handling sensitive information, continuous self-development, commitment to equality, diversity and inclusion, and alignment with organisational values and professional standards.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

Staff benefits

• •Local Government Pension Scheme contributions between 5.5% and 12.5%
• •Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• •Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• •Flexible and hybrid working
• •24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• •Automatic enrolment to our Westfield Health Programme
• •Corporate discounts at council-owned gyms
• •Bike to Work Scheme
• •Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are care experienced (whether through foster care, residential care, supported living, kinship care, live-in care, home care or adoption), are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your application how you meet the key essential criteria listed above.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

We actively promote diversity and inclusion. Please note that this role is unlikely to meet the eligibility requirements for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa