Customer Service Assistant

2 months contract with a Local Authority
Umbrella - £17.14 per hour - Umbrella

Job Purpose

As a Customer Service Assistant, you will provide a high-quality customer service experience by handling enquiries, complaints, and service requests through multiple communication channels, including telephone, email, written correspondence, and face-to-face reception services. You will work to achieve first-contact resolution wherever possible while ensuring customers receive accurate information and timely support.

Key Duties/Accountabilities

• Respond to customer enquiries through telephone, email, written correspondence, and reception services.
  
• Resolve customer enquiries at first point of contact where possible.
  
• Record and allocate enquiries and service requests using the Customer Relationship Management (CRM) system.
  
• Process and monitor complaints in accordance with Council policies and procedures.
  
• Liaise with Council departments to obtain information and ensure timely responses to customers.
  
• Provide reception services and support visitors attending Council offices.
  
• Maintain accurate records of customer interactions and complaints.
  
• Monitor customer enquiries and complaints to ensure performance targets are achieved.
  
• Make outbound calls to follow up enquiries and promote Council services.
  
• Promote digital services, online transactions, and customer self-service options.
  
• Support the maintenance and accuracy of information published on internal and external communication platforms.
  
• Maintain confidentiality and comply with data protection requirements.
  

Essential Experience Required

• Previous experience in a customer service environment.
  
• Experience handling customer enquiries and complaints.
  
• Experience dealing with difficult or challenging customer situations professionally.
  
• Experience using CRM systems, databases, or customer record systems.
  
• Experience working within performance targets and service standards.
  
• Ability to work across multiple communication channels.
  
• Strong customer focus with a commitment to excellent service delivery.
  
• Ability to multitask and manage changing priorities effectively.
  

Essential Qualifications Required

• GCSEs (or equivalent) including English or Welsh and Mathematics, or equivalent customer service experience.
  
• Good IT skills, including Microsoft Office applications.
  
• Excellent written and verbal communication skills.
  
• Welsh language skills (Essential).
  

Additional Information to Note

• Working hours: 37 hours per week.
  
• Location: Flint House, Church Street, Flint, CH6 5BD.
  
• Telephone interviews scheduled for 16th September 2026.
  
• Supplier submission deadline: 15th September 2026.
  
• We work on bi-weekly payment schedule.
  
• Apply ASAP.