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Job Post Details

Customer Officer - job post

Planning Inspectorate
4.2 out of 5 stars
Bristol•Hybrid work
£30,735 a year - Permanent, Part-time, Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Pay

  • £30,735 a year

Job type

  • Part-time
  • Permanent
  • Full-time

Location

Bristol•Hybrid work

Benefits

Pulled from the full job description

  • Annual leave
  • Company pension
  • Transport links
  • Flexible schedule

Full job description

Details

Reference number

474526

Salary

£30,735
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Executive Officer

Contract type

Permanent

Business area

PINS - Corporate Services

Type of role

Analytical
Investigation
Knowledge and Information Management
Operational Delivery
Quality

Working pattern

Flexible working, Full-time, Part-time, Compressed hours

Number of jobs available

1

Contents

  • Location
  • About the job
  • Benefits
  • Things you need to know
  • Apply and further information

Location

Bristol

About the job

Job summary

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

Job description

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.

Person specification

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

Behaviours

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

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

Benefits

Alongside your salary of £30,735, Planning Inspectorate contributes £8,903 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .
  • 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.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

Application

Complete the online application form on Civil Service Jobs which requires the following information:

  • A CV: The CV section lets you share your job history. List your jobs, how long you worked at each, and briefly describe your roles and duties. Make sure to show how your experience matches the essential criteria of the job you're applying for. Type or paste this information into the 'Employment History' box in the online application. You can't attach your CV.
  • A Personal Statement (750 words max): The personal statement lets you explain why you're a good fit for the job in more detail. Use it to show how you meet the essential criteria listed in our advert.

If there are many applications, we might use a lead sift. This means we'll first check if you meet the key requirement listed below. If you don't, we won't review the rest of your application.

  • Ability to organise, prioritise and manage a diverse caseload, meeting deadlines and targets

All shortlisted candidates will be advised of the outcome shortly afterwards.

Interview

If you are shortlisted, you will:

  • Be asked to attend an interview to have a more in-depth discussion about your experience and suitability for the role
  • Interviews will be a blend of behaviour and strength questions

Candidates who pass the shortlist stage will receive full assessment details with their interview invitations.

Other Information

Shortlist Date: 18 – 21 August 2026

Interview Date: 01 – 04 September 2026

Interviews will be held remotely using MS Teams. The interview will not be recorded or retained, other than usual interview protocol and in line with Civil Service Jobs privacy notice.

The Planning Inspectorate does not fund travel and subsistence for candidates to attend interviews.

Reserve list

A reserve list may be held for a period of 9 months from which further appointments can be made.

Future Matches

Candidates who demonstrate strong potential and future readiness but score just below the required level at interview may be considered for alternative positions. These roles may be at a lower grade but align with their skills and offer opportunities for growth.

We encourage all candidates to make themselves familiar with the role and what we will be assessing you against which is detailed in the Person Specification.

ID and Documents

If the job needs specific qualifications or memberships and you get the job, you'll need to send scanned or photographed images of them before you start.

We must check that any successful candidates are allowed to work for the Civil Service before we employ them. If successful, you will be asked to do a right to work check using identity document validation technology (IDVT) through the services of an Identity Service Provider (IDSP), Civil Service Jobs. If we are unable to confirm your right to work and through the IDVT we will need to do a manual right to work check using original documents with you in person.

Visa Sponsorship

The Planning Inspectorate cannot offer Visa sponsorship to candidates, we do not hold a Visa sponsorship licence.

Disability Confident Interview scheme/Reasonable Adjustments

The Civil Service values diversity and offers equal opportunities. We have a Disability Confident Interview scheme for candidates with disabilities who meet the job's minimum criteria. We will also provide reasonable adjustments to all where possible. For more information please see Reasonable Adjustments , Civil Service Careers.



Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

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

Recruitment team

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

Further information

If you feel your application has not been treated in accordance with the Principles and you wish to make a complaint, you should contact in the first instance: The Vacancy Manager via the Recruitment Team (PINS.Recruitment@planninginspectorate.gov.uk).
If you are not satisfied with the response, you receive you should then contact, Chief People Officer, via the Recruitment Team (PINS.Recruitment@planninginspectorate.gov.uk).
If you are still not satisfied with the response you receive from the Planning Inspectorate, you can contact the Office of the Civil Service Commission. https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/

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