Directorate: Corporate Services
Permanent, Part time, 18 hours per week
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
This is a great time to join our Customer Services team at Rotherham Council. We’re transforming the way we deliver services to meet the changing needs of our community.
More and more, our customers want the freedom to self-serve at any time, with instant access to the information and support they need. We’re working hard to make that happen, delivering high-quality service to a wide range of people with different needs and preferences, around the clock, every day of the year.
No matter how our customers choose to contact us whether by phone, face-to-face or online; we’re committed to ensuring they receive the same excellent experience every time.
We’re currently recruiting several Customer Service Representatives to join our out-of-hours teams.
We’re looking for people who are confident and effective communicators, able to support customers with empathy and professionalism. You’ll need to be adaptable, approachable and well organised, ready to respond to a variety of customer needs. Most importantly, you’ll be passionate about our services, our goals and the people we serve.
As an out-of-hours Customer Service Representative, you’ll work a minimum of three six-hour shifts per week, responding to emergency enquiries from customers outside of our core operational hours. Some Bank Holiday working is expected. You’ll receive full training and all the equipment you need to work comfortably and effectively from home.
You will be the first point of contact for customers during evenings, weekends, and emergency situations, delivering a professional, responsive, and high-quality service in a fast-paced, multi-channel environment.
Working as part of a dedicated Customer Service Team, you will manage a wide range of urgent enquiries, incidents, and service requests, ensuring customers receive timely support and reassurance when they need it most. Excellent communication skills are essential, as you will engage with people from diverse backgrounds, adapting your approach to meet a variety of needs, circumstances, and communication preferences.
The role requires a calm and empathetic manner, strong problem-solving abilities, and the confidence to make informed decisions under pressure while maintaining accuracy and professionalism at all times.
For all roles, we offer comprehensive training and 22 days of annual leave per year, pro-rata for part-time hours.
All applications need to be made via our online portal at https://www.rotherham.gov.uk/jobs.
For an informal and friendly chat about the role please email customerservicesteamleaders@rotherham.gov.uk in the first instance.
Please note interviews will take place week commencing Monday 7th September 2026
Applicants should be aware that a brief pre-screening exercise will be carried out as part of the shortlisting process.
This post will have access to the Public Services Network, if successful you will be required to apply for a disclosure of criminal records check at the Basic level (unspent criminal convictions).
Rotherham Metropolitan Borough Council is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this position will be offered an interview. For further information, please visit our website.