129 Customer Service jobs in Oxford

• Lead and manage a team of customer service and technical support specialists.
• Oversee the resolution of customer inquiries and technical issues.
• Develop and implement customer support strategies and processes.
• Handle escalated customer complaints and complex technical problems.
• Create and maintain support documentation, knowledge bases, and FAQs.
• Monitor team performance metrics and ensure SLA compliance.
• Provide training and coaching to support team members.
• Analyse customer feedback and support trends to identify areas for improvement.
• Collaborate with other departments to resolve customer issues effectively.

• Proven experience in customer service and technical support roles, with at least 2 years in a leadership or supervisory capacity.
• Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication, interpersonal, and customer-handling skills.
• Experience in training and mentoring teams.
• Ability to work effectively in a hybrid environment.
• Familiarity with SaaS products or similar technology solutions is a plus.
• High school diploma or equivalent; further education or certifications are advantageous.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 3 years of experience in customer service and technical support, preferably in a technology-related industry.
• Proven ability to troubleshoot and resolve technical issues effectively.
• Excellent verbal and written communication skills, with strong active listening abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Strong interpersonal skills and a customer-centric approach.
• Experience with (mention specific relevant technologies/software, e.g., cloud platforms, specific software applications) is highly desirable.

• Lead, coach, and mentor a team of customer service and helpdesk representatives.
• Manage the day-to-day operations of the helpdesk, ensuring service level agreements (SLAs) are met.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and provide resolution in a timely and professional manner.
• Develop and implement effective customer support strategies and processes.
• Ensure all customer interactions are handled with empathy, professionalism, and efficiency.
• Train new team members and provide ongoing training to existing staff.
• Analyse customer feedback and support data to identify trends and areas for improvement.
• Create and maintain a knowledge base of common issues and solutions.
• Collaborate with other departments (e.g., IT, Product Development) to resolve complex customer issues.
• Manage team schedules, ensuring adequate coverage during operational hours.
• Report on team performance metrics, customer satisfaction, and key support trends to management.
• Champion a customer-centric culture within the team and the wider organisation.
• Stay updated on product knowledge and industry best practices.
• Contribute to the continuous improvement of support tools and technologies.
• Resolve inter-team conflicts and promote a collaborative working environment.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a team lead or supervisory capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and motivational skills.
• Proficiency in using helpdesk software and CRM systems.
• Exceptional problem-solving and troubleshooting abilities.
• Outstanding communication, interpersonal, and active listening skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in developing training materials and conducting training sessions.
• A proactive approach to identifying and resolving customer issues.
• Ability to work independently and manage a remote team effectively.
• Familiarity with ITIL best practices is an advantage.
• A passion for customer satisfaction and a commitment to continuous improvement.

• Lead, coach, and mentor a team of customer service representatives, fostering a positive and high-performing work environment.
• Monitor team performance, providing regular feedback, training, and support to ensure service level agreements (SLAs) are met.
• Handle escalated customer inquiries and complex issues, ensuring prompt and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
• Analyse customer feedback and service data to identify trends, areas for improvement, and opportunities for service enhancement.
• Create and update customer service procedures, policies, and documentation.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Manage team scheduling, workload distribution, and resource allocation to optimise efficiency.
• Onboard and train new customer service team members.
• Champion a customer-centric culture within the team and the wider organisation.

• Proven experience in a customer service role, with at least 2-3 years in a supervisory or team leadership capacity.
• Demonstrated ability to lead, motivate, and develop a remote team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
• Ability to handle challenging customer interactions with empathy and professionalism.
• Strong organisational and time-management skills, with the ability to multitask effectively.
• Experience in analysing customer data and using insights to drive service improvements.
• Adaptable and resilient, with a proactive approach to challenges.
• Comfortable working independently in a remote setting.

Make a Difference Every Day
Are you passionate about helping others and making a real impact in your community ? 

We’re looking for Specialist Customer Service Officers to join our dynamic Contact Centre team, the first point of contact for a wide range of essential services across Oxfordshire.
At the heart of our Customer Experience Function is a commitment to empowering residents, helping them stay independent, and supporting them with confidence as they navigate the services they need. Our vision is ‘to provide excellent customer service to the residents and visitors of Oxfordshire’.

In this role, you’ll be part of a team supporting individuals in sensitive and sometimes complex situations, ensuring they receive the right help, first time. You’ll be part of a team that’s always learning and improving, and open to doing things differently. Better outcomes for our residents start with better ways of working.

At Oxfordshire County Council (OCC), we care deeply about how we work, not just what we do. Our core values shape our culture and guide how we lead, collaborate, and grow together:

• Always learning
• Be kind and care
• Equality and integrity in all we do
• Taking responsibility
• Daring to do it differently

If you're ready to contribute to meaningful work and share our values, we’d love to hear from you.

What You’ll Do
As a Specialist Customer Service Officer, you’ll be the first point of contact for adults seeking support. You’ll offer a welcoming voice and a steady hand, responding to enquiries from the public and partner agencies including health professionals, police, and fire and rescue services. 

Main daily duties will include:

• Responding to customer enquiries via phone, email, and web referrals
• Making outbound calls to follow up on enquiries and referrals
• Reading reports and identifying safeguarding concerns for appropriate escalation
• Processing referrals for Adult Social Care (ASC) and partner services, assessing needs and identifying the priority of cases for onward referrals
• Using ASC databases to retrieve and update information, resolve queries, or signpost to other services in line with The Oxfordshire Way: Oxfordshire Way strategic vision | Oxfordshire County Council
•  Working closely with Team Leaders, colleagues, and external agencies to progress cases through to resolution.

You’ll navigate a range of health and social care systems to ensure every person receives the right support, first time.

What We’re Looking For

• Minimum of 5 GCSEs (Grades A*-C / 4 or above), including Maths and English, or equivalent. We also welcome relevant knowledge and skills gained through work experience.
• Confident using Microsoft Office and digital communication tools.
• Previous customer service experience is essential, particularly in handling challenging conversations by phone and email. Experience in social care or supporting vulnerable people is desirable.
• Ability  to manage your own workload and priorities tasks across multiple channels i.e. email, phone, etc.
• A genuine interest in helping people, with the ability to actively listen and communicate clearly - both verbally and in writing.
• Excellent communication, patience, and professionalism are key - especially when dealing with sensitive or emotionally charged situations. You should be confident making decisions independently and know when to escalate more complex enquiries.
• An interest in social and health care services is important. Familiarity with social care systems (e.g. LiquidLogic or LAS) would be an advantage.

Additional Information

• This role requires a Standard DBS check with Barred List clearance.
• You’ll need to be able to travel across the county and work from various office locations as needed.
• The role involves working with vulnerable adults and regular use of computers and telephone systems (often health and social care systems and databases).
  

Before applying, we recommend reviewing the attached job description. It includes more details about the role and clear guidance on what we’re looking for in your application and beyond.


Our Rewards & Benefits    

• Culture of flexible working
• Hybrid working – typically three days per week in our Oxford office for team collaboration, reducing to two days per week following induction.
• Great learning and development opportunities to support your growth 
• Technology to support agile working where role permits
• Employee Assistance Programme:  including health and wellbeing support
• Generous annual leav e: 28 days plus bank holidays, and an option to ‘buy’ additional holiday
• Enhanced family friendly policies
• Local Government Pension Scheme:  with employer contributions up to 19.9% 
• Discounts:  local and national offers for shopping and travel

Ready to make a difference? Apply now to join a team that puts people at the heart of everything we do!

Application Process and Next Steps

• If you are interested in this role, please submit your application as soon as possible, as there is no official closing date. We encourage early applications and reserve the right to close this vacancy should a sufficient number of suitable candidates be identified.
• When applying, please upload a current CV and a personal statement:
  CV: Include your employment history and relevant experience .
  Personal Statement : Describe how your skills and experience align with the role, referring to the essential criteria and person specification. 
  
• The job description sets out our ideal, but we value diverse strengths and potential. If your experience aligns with much of what we’re looking for, please consider applying.
• Applications will be reviewed on a rolling basis, with the panel aiming to respond within 1–2 weeks of submission. Incomplete applications will be rejected if not completed within 2 weeks. 
• Interviews will take place in person at our central Oxford office, including a short role play exercise. Shortlisted candidates will receive full details in advance. The exercise will reflect a realistic workplace scenario.

For informal enquiries or further information about the role, please contact Remziye UlasCevahir – Social Care Lead on 

Our commitment to:
Equality, Diversity and Inclusion

At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peer support , education and safe spaces for all.

Our commitment to:
Guaranteed Interview Schemes

As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job . For those leaving care without any further education, we guarantee an interview for our apprenticeships.  We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service .

Our commitment to:
Safeguarding

Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment . We will ensure that all our recruitment and selection practices reflect these commitments.

Our commitment to:
Flexible Working

We are open to discussions about flexible working, which can include flexi-time, full time and part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service .

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• Develop and implement comprehensive omni-channel customer service strategies to enhance customer satisfaction and loyalty.
• Lead, manage, and motivate a team of customer service representatives and supervisors.
• Set performance goals and KPIs for the customer service department and monitor performance against targets.
• Oversee daily operations across multiple support channels, including phone, email, chat, social media, and self-service portals.
• Identify trends and root causes of customer issues and collaborate with relevant departments to implement solutions.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Develop and deliver training programs for customer service staff on product knowledge, service standards, and conflict resolution.
• Manage the customer service budget effectively, optimizing resource allocation.
• Gather customer feedback and insights to drive service improvements and product enhancements.
• Implement and utilize customer relationship management (CRM) systems and other support technologies.
• Champion customer advocacy within the organization, ensuring customer needs are prioritized.
• Stay updated with industry best practices and emerging trends in customer service and support technology.

• Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent experience.
• Minimum of 7 years of progressive experience in customer service management, with a strong focus on omni-channel operations.
• Proven ability to lead and develop high-performing customer service teams.
• In-depth knowledge of customer service best practices, KPIs, and performance metrics.
• Experience with various CRM and customer support platforms (e.g., Zendesk, Salesforce Service Cloud, HubSpot Service Hub).
• Strong understanding of omni-channel customer experience strategies and technologies.
• Excellent leadership, communication, and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• A passion for delivering exceptional customer service and driving customer loyalty.
• Ability to work effectively independently and manage remote teams.
• Experience in change management and process improvement initiatives.
• Familiarity with workforce management (WFM) tools is a plus.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our products and services.
• Provide clear and concise instructions and guidance to customers.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain accurate records of customer interactions and resolutions in our CRM system.
• Identify trends in customer issues and provide feedback to the product development team for continuous improvement.
• Educate customers on product features and best practices.
• Contribute to the creation and maintenance of customer support documentation and FAQs.
• Achieve and maintain high levels of customer satisfaction.
• Adhere to company policies and procedures.

• Previous experience in a customer support or customer service role.
• Excellent communication skills, both written and verbal.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-centric attitude.
• Technical aptitude and the ability to learn new software and systems quickly.
• Ability to work independently and as part of a remote team.
• Experience with (specific product/service area) is a plus.
• High school diploma or equivalent; some college coursework is preferred.