Customer Service Assistant

2 Month Contract With A Local Authority

Job Purpose

To provide an efficient, professional and customer-focused front-line service to customers of the Council, acting as the first point of contact for enquiries across a range of Council services.

The postholder will deliver high-quality customer service through face-to-face, telephone and electronic channels, ensuring customer enquiries are accurately assessed, resolved at the first point of contact where possible, or appropriately referred to the relevant service area.

The role requires a proactive and customer-centred approach, supporting residents, visitors, colleagues and stakeholders while promoting excellent service standards and ensuring a positive customer experience at all times.

Key Responsibilities

• Act as the first point of contact for customers accessing Council services.
  
• Respond professionally and efficiently to face-to-face, telephone and electronically received enquiries.
  
• Deliver customer services from the Contact Centre and Customer Service Points.
  
• Identify customer needs and determine the appropriate service response.
  
• Resolve customer enquiries at the first point of contact wherever possible.
  
• Accurately record customer enquiries, requests and service information using Council systems.
  
• Provide information, advice and guidance on Council services, policies and procedures.
  
• Signpost customers to appropriate internal departments, partner organisations or external agencies where required.
  
• Liaise with managers, service teams and colleagues to ensure enquiries are resolved effectively and within agreed timescales.
  
• Act as an advocate for customers by identifying issues, interpreting customer concerns and helping to achieve appropriate solutions.
  
• Support customers in accessing Council services through various communication channels.
  
• Assist customers with forms, applications, service requests and general enquiries.
  
• Maintain accurate records and ensure data is handled in accordance with GDPR and information governance requirements.
  
• Support visitors, customers and colleagues with professionalism, courtesy and respect.
  
• Develop and maintain knowledge of Council services and processes.
  
• Work collaboratively with colleagues to ensure consistent service delivery across all customer access channels.
  
• Escalate complex or sensitive enquiries to appropriate officers where necessary.
  
• Contribute to continuous service improvement initiatives.
  
• Comply with Council policies, procedures, health and safety requirements and customer care standards.
  

Requirements

Essential

• Experience delivering excellent customer service in a customer-facing environment.
  
• Experience handling enquiries via telephone, face-to-face and electronic communication channels.
  
• Strong communication and interpersonal skills.
  
• Ability to deal professionally with a wide range of customers and stakeholders.
  
• Excellent listening, questioning and problem-solving skills.
  
• Ability to interpret customer needs and identify appropriate solutions.
  
• Good organisational and administrative skills.
  
• Experience maintaining accurate records and updating databases or IT systems.
  
• Ability to work effectively as part of a team and independently when required.
  
• Good IT skills, including Microsoft Office applications.
  
• Ability to remain calm and professional when dealing with challenging situations.
  
• Strong attention to detail and commitment to customer satisfaction.
  

Desirable

• Experience working within Local Government or a public sector environment.
  
• Experience working within a Contact Centre or Customer Service Centre.
  
• Knowledge of Council services and local authority service delivery.
  
• Experience using customer relationship management (CRM) systems.
  
• Cash handling, appointment booking or reception experience.
  

Additional Information

• Hours Per Week: 36 Hours
  
• Payment Frequency: Bi-Weekly Payments
  
• Working Pattern: Office Based - 5 Days Per Week (No Hybrid Working Available)
  
• DBS Requirement: Standard DBS Required