Customer Officer

Join a team at the heart of the Planning Inspectorate?s mission to deliver fair, transparent, and customer-focused planning services across England. As a Customer Officer, you?ll play a vital role in supporting individuals, communities, and stakeholders by handling feedback, resolving complaints, and ensuring high-quality service delivery. You?ll be part of a tight-knit, supportive team that champions public service values and works collaboratively to uphold trust in the planning system. If you?re passionate about making a difference through excellent customer care, this is your opportunity to contribute to work that directly impacts lives, places, and the future of infrastructure

The Planning Inspectorate has a long and proud history in ensuring a fair planning system for England. The work we do has a significant impact on people?s lives, the communities where they live and the economy.

Be part of the Operational Delivery Profession (ODP)

This role is part of the Operational Delivery Profession ? the largest profession in the Civil Service, with over 290,000 members. ODP professionals are the public face of government, delivering essential services to millions of people every day. As a member of this profession, you?ll have access to a wide range of development opportunities, a supportive community, and a clear framework to grow your career.

To learn more about the Operational Delivery Profession, visit Working in Operational Delivery , Civil Service Careers

We?re looking for a customer-focused and detail-oriented individual who thrives in a fast-paced, service-driven environment. You?ll bring effective communication and analytical skills, with the ability to manage complex caseloads, resolve customer issues, and uphold high standards of public service.

You?ll be someone who:

Builds trusted relationships with colleagues and stakeholders, creating a positive and responsive environment for resolving customer concerns.

Applies sound judgement to sensitive and challenging situations, investigating complaints thoroughly and fairly while balancing empathy, policy, and process.

Takes pride in delivering a high-quality service, drafting clear and professional correspondence, and ensuring accurate records and data management.

Handles customer queries with confidence and care, whether by phone, email, or formal channels, always aiming to provide helpful and timely responses.

Supports continuous improvement by sharing ideas, listening to feedback, and contributing to a culture of learning and collaboration.

Your experience in customer service will help you navigate ambiguity, stay calm under pressure, and make decisions that reflect the values and commitments of the Planning Inspectorate.

Salary

New entrants to the Civil Service are expected to start on the minimum of the pay band. Internal rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest

Working hours:

Standard working week is 37 hours, part time at 30 hours per week, flexible working hours policy available

Office Attendance

This role is contractually based at our office in Bristol, 10-minute walk from Temple Meads train station. We recognise and value the mutual benefits of hybrid working and have a flexible approach to in person attendance, which can vary dependent on the requirements of individual business units - the details of which can be discussed with candidates if invited to attend an interview. Excitingly, we're relocating to a brand new office in December, while maintaining excellent transport links with Bristol Temple Meads station still just a 10 minute walk away.

Essential Criteria

• Excellent written and verbal communication skills.
• Experience of working in a service delivery or customer-focused role.
• Ability to organise, prioritise and manage a diverse caseload, meeting deadlines and targets.
• Proven experience of working independently, managing competing priorities and making informed decisions, whilst developing effective working relationships with colleagues and specialist stakeholders to share knowledge, seek advice and achieve shared outcomes.
• Analytical and investigative skills
• Experience in handling Freedom of Information and Subject Access Requests and willingness to undertake relevant training.

For guidance on how to structure your application please visit: About the application process , Civil Service Careers

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace

• Flexible working options, including flexi-time, part-time, compressed hours and home working if suitable for the role.
• A working culture which encourages inclusion and diversity.
• 25 days annual leave increasing by 1 day per year up to 30 days after 5 years, plus 1 privilege day to mark the King?s birthday. In addition to the normal bank holidays.
• Generous family friendly policies.
• Fast and modern IT kit which utilises Windows 11 and Microsoft 365, enabling seamless working from home and collaboration across teams.

Job contact :

• Name : Hannah Dickson
• Email : PINS.Recruitment@planninginspectorate.gov.uk

Recruitment team

• Email : PINS.Recruitment@planninginspectorate.gov.uk