Customer Care Officer - Customer Response - ABC13760


Company:	Aberdeen City Council
Salary:	£15.01 to £16.49 an hour
Hours:	Full-time
Location:	Aberdeen City
Working pattern:	On-site
Job type:	Permanent
Posting date:	10 Sept 2026
Closing date:	24 Sept 2026

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Summary

Job Description

Before applying for this job, it is important that you read the guidance by clicking on this

link and the Job Profile attached. These explain the job role and the type of person we're looking for.

Location: Marischal College,

Duration: Permanent, Part Time

Hours of Work: 13:30 - 17:00 Monday to Friday

Roles that require PVG Membership

Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will be required to meet the cost of the PVG membership. This applies

only

to roles with a full time equivalent salary of £30,000 and above. (Teaching roles and jobs at Grade 10 and above (currently £30,030 per annum / £16.50 per hour)

The Council will pay for the PVG membership cost initially, either £18 for existing PVG scheme members, or £59 for non-members, and this cost will be deducted from an employee’s first FULL month’s salary payment.

Job purpose/about the role

The purpose of this role is to ensure that all enquiries made to

the Customer Response Team, are handled appropriately and

effectively, with first class customer care. The post holder will

play a key role in the digital and assisted digital programme

ensur

ing that customers are supported where required and

access council services in a manner appropriate for their needs.

The post holder will demonstrate excellent communication and

digital skills, work to a high level of accuracy and have a strong customer service ethos.

As a Customer Care Officer, you will play a key role in delivering high-quality frontline services to the people of Aberdeen, handling enquiries across a range of channels in a professional, efficient and customer-focused manner. Working as part of a busy and supportive team, you will support citizens to access council services, providing clear advice and assistance while aiming for first-time resolution wherever possible. This role offers the opportunity to develop your skills and experience within a fast-paced environment, contribute to service improvements, and be part of a team focused on delivering a consistently high standard of customer care.

Requirements

Not applicable.

Responsibilities

Working under pressure in a busy environment whilst delivering a high standard of

customer service.

Consistently meeting service targets

Using IT systems and standard ICT packages, such as the Microsoft Office suite of

software.

Handling difficult / emergency situations.

Practical approach to problem solving

The Individual

Please see the Job Profile for further details.

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion. For further information, please see our

Equality, Diversity, Inclusion and Recruitment pack.

Flexible Working

We are happy to talk flexible working and offer flexible working for most roles in the organisation meaning that many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.

Disability Confident

We are a Disability Confident Employer. If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact

Recruitment@aberdeencity.gov.uk.

Armed Forces

We are a forces-friendly employer, have signed the Armed Forces Covenant and are a gold award recipient in the Defence Employer Recognition Scheme. We have a specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families:

armedforces@aberdeencity.gov.uk. We are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.

Guaranteed Interview Scheme

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for the role they are applying for who:

have a disability as defined by the Equality Act 2010 (all jobs)

looked after young people, those that are in continuing care or are a care leaver up to the age of 29 (all jobs)

are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)

have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship