Customer Service Assistant

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.

• 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.
  

• 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.
  

• 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.
  

• 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