Customer Service Representative

We are looking for an enthusiastic and adaptable Customer Service Representative to join our team and help deliver accessible, reliable services to residents, businesses and visitors.
Working mainly in our busy contact centre, you will respond to a wide range of enquiries by telephone, email and digital channels. You will also provide a welcoming reception service and support customers during pre-booked face-to-face appointments. You will listen carefully, ask effective questions, identify what each customer needs and take ownership of enquiries, aiming to resolve them at the first point of contact or referring them promptly to the appropriate council service.
You will use council systems to record accurate information, track requests and protect confidential personal data. As our services evolve, you will be confident learning and using new technologies-including customer relationship management systems, online forms, webchat, knowledge tools and emerging digital solutions-to improve the customer experience. You will also help customers access digital services, while recognising when someone needs additional support or a different way to contact us.
You do not need previous local government experience, although it would be an advantage. We welcome applications from people who can demonstrate excellent customer service, clear verbal and written communication, empathy, sound judgement, accurate IT and keyboard skills, resilience in a high-volume environment and the ability to work collaboratively. Experience of handling sensitive, complex or challenging enquiries professionally would be particularly valuable.
After completing your training, the role offers a flexible hybrid arrangement, combining home working with work at council offices. As this is a customer-facing position, you must be able to work flexibly across agreed shift patterns and attend locations in Hemel Hempstead, Berkhamsted or Tring to support the contact centre, reception and face-to-face appointments.
Information for applicants on Local Government Reorganisation
The Council is going through a major change as part of Local Government Reorganisation (LGR) and devolution. This means that the district and borough councils in Hertfordshire will be replaced by a smaller number of new unitary councils.
The aim is to make local government simpler and more efficient, improve services for residents, and bring decision-making closer to the communities we serve.
What this means for you
If you join Dacorum Borough Council between now and 31 March 2028, you will move to a new organisation on 1 April 2028. Your role will transfer to the new authority, but the way you work and who you report to may change.
While this may be different from what you are used to, it is also a rare and exciting opportunity to join Dacorum at a time of real change.
You will have the chance to help shape the future of local services and be part of building something new.
The new unitary councils will create opportunities for innovation, growth, and better public services. They will offer a more joined-up and forward-looking working environment for employees.
We are committed to supporting our staff and continuing to deliver high-quality services for residents throughout this change. Together, we are building a better future.
The deadline for applications will be midnight on the closing date shown in the advert details.