The Customer Service team is committed to providing an efficient, first point of contact by telephone, online and face to face to help residents and customers resolve their council related issues. We encourage customers to self-serve and are working with the transformation team to maximise the opportunities for promoting self-service to make the access to services easier and more efficient for city residents.
What do the team do?
We’ve a team of about 12 staff who provide customer services such as responding to emails, answering phone calls and serving customers face-to-face. We provide an appointment system for face-to-face enquiries so that customers can pre-book a convenient time to visit us and we support them as needed.
The services we cover are varied and the team have the skills to handle and solve queries, whether it’s a missed bin, a Council Tax query or someone renewing a taxi licence. We work with many other departments across the council to ensure we serve our customers as quickly and efficiently as possible.
What’s it like working here?
Here’s what the team have to say about working for us.
What do you love about working for the council?
I love the diversity of the nature of our work. No day is the same and I absolutely love the different queries that we get each day. The staff are great and it’s lovely talking to and meeting the public.
I was born and raised in Gloucester so working for my local council is something that comes easy. I love knowing what’s going on in my area and being able to share that with friends and family whilst supporting the local community. Each day is varied, and you never know how the day will go so this is exciting.
What’s a typical day?
Every day’s different. We could be taking calls, replying to emails, or seeing customers face-to-face. In the contact centre our day revolves around helping our residents with their enquiries. We help via email, telephone or by booking appointments with our team if support is needed accessing our services.
Who are your customers?
It depends on what’s going on in Gloucester at the time but overall our audience seems to be over 25s. We support residents, councillors, visitors to the city, all from different backgrounds which makes the role very interesting.
What skills do you need to do your job well?
There are many skills needed for this job but the most important are - patience, being organised and being able to work as part of a team. It’s also essential to have a good knowledge of the city and how the council works.
You need a lot of patience and stamina as you’re on your feet a lot if you’re based on reception at The Gateway. You also need excellent listening skills and the ability to work out other languages too.