Job Description

Customer Service Assistant | 9996 | Fixed Term Contract until 31 March 2028 | 37 hours per week | £25,583 to £25,989 per annum (Scale D) | County Hall, Norwich

Our Customer Service Centre is proud to hold the nationally recognised Customer Service Excellence Award. It is our aim to become the best performing council in the country for customer service. To achieve this, we are looking for highly motivated and process led individuals to join our expanding team.

If you’ve got a customer service and administrative background, then you’ll know what makes for a great customer experience – excellent communication and a desire to resolve customer queries at the first point of contact.

Our Blue Badge and Processing Team is a key member of the NCC Front Door and process in excess of 20,000 applications per year. You will be a valued member of this team, assessing applications in line with national guidance and assisting customers throughout this journey.

The core working hours are Monday to Friday 9am to 5pm. This is currently a Hybrid Position with a mix of office based and remote working from home. We ask that you have in place good Broadband connectivity and can work privately.

If you thrive in a fast-paced, ever-changing work environment and are eager to expand your career horizons, this role is tailor-made for you. By joining our team, you will have the chance to develop your skills while also contributing to the growth and development of the department.

We are looking for people who:

Have experience delivering excellent customer service and administration.
Are comfortable engaging with a diverse network of people via telephone, including people who are vulnerable or at crisis point.
Can follow a defined process and national eligibility guidelines.
Have good attention to detail and excellent data entry skills.
Can use a variety of different systems
Have a service improvement mind-set, wanting to make things better for our customers.

If you have answered yes to all the above, then we would love to hear from you.

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary

• Generous holiday entitlement

• Health and Wellbeing services including fast-track physiotherapy and a free counselling service

• Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.

• Financial benefits such as:

  • ‘Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.

  • A Blue Light card for Fire Service and Social Care Workers

  • Relocation expenses (where applicable)

  • An advance of your expenses if you travel for work

  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions

  • Tax efficient ways of getting extra pension and new bikes

  • Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)

  • A payment if you refer someone you know to a hard to fill job

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Before you apply, we recommend reading the full and person specification to help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditionshere.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

Redeployment closing date: 12 March 2026 23:59

All other applicants closing date: 26 March 2026 23:59