2 Month Contract With A Local Authority
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
Customer Service Assistant in Ormskirk employer: Civic Recruitment Limited
Civic Recruitment Limited is an exceptional employer that prioritises meaningful impact in the community, particularly for children and families. With a strong commitment to professional development and a collaborative work culture, employees are empowered to drive positive change while enjoying the benefits of flexible working arrangements and a supportive team environment in Ipswich. This role offers a unique opportunity to lead significant projects that align with national reforms, making a real difference in the lives of those served.
