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- Tasks: Assist customers with enquiries in a busy contact centre environment.
- Company: Join a friendly team at the Crook Civic Centre.
- Benefits: Enjoy competitive pay, generous leave, and flexible working options.
- Why this job: Make a difference by helping residents and improving services.
- Qualifications: 4 GCSEs (A-C) or equivalent and public interaction experience required.
- Other info: Full training provided; great career growth opportunities await!
The predicted salary is between 28800 - 43200 £ per year.
A vacancy has arisen within Transactional and Customer Services for two Customer Services Assistant working full time, 37 hours per week. Your primary base will be Council Offices, Civic Centre, Crook in the call centre.
These vacancies are temporary for a period of 12 months.
As a Customer Services Assistant, you will be responsible for answering incoming telephone calls from customers, residents, other service users and stakeholders, as well as interactions through our various digital channels.
This role is working in a busy and demanding contact centre environment where you will be first point of contact for general enquires for our multiple service areas including refuse and recycling, garden waste and housing solutions.
Full training will be provided however it is important that you possess excellent listening skills and be able to show patience and empathy whilst dealing with any challenging and vulnerable customers.
WHAT IS INVOLVED?
We are a friendly, and welcoming team, based in the contact centre in Crook Civic Centre.
We take pride in delivering a high standard of customer service to our customers and work hard at maintaining a high level of performance and are a team who support each other.
It is a busy, fast paced environment and no one day is the same. You will support customers, residents, other service users and stakeholders through all our contact channels with all general enquiries including refuse and recycling, garden waste and housing solutions enquiries.
Due to the nature of the role, it is important to have excellent listening skills, patience, and empathy to be able to deal with what sometimes can be difficult and challenging interactions.
Full training and support will be provided. You will be working with targets and key performance indicators to achieve.
We encourage you to contact Karen jones via email at karen.jones@durham.gov.uk to arrange an informal discussion about the role.
WHAT WILL I NEED?
You will need 4 GCSE’s (A-C) or equivalent and experience of dealing with the public through a range of contact channels.
Please refer to the attached person specification for the full criteria.
INTERVIEWS
Interviews will be held week commencing 10th November 2025.
We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.
OUR OFFER TO YOU
We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable.
Explore the full range of rewards and benefits on our website.
Rewards and benefits are subject to individual terms and conditions.
EQUALITY, DIVERSITY, AND INCLUSION
We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled people and offer support throughout the recruitment process.
HOW TO APPLY
Please note, we do not accept CVs. All applications must be submitted online via the Northeast Jobs portal. Use the ‘Person Specification’ section of the form to clearly demonstrate how you meet the essential (and where possible, desirable) criteria. Applications that do not evidence the essential requirements will not be shortlisted. For guidance on completing your application, visit our website.
If you require assistance when applying for this role, please contact our Recruitment Helpdesk on 03000 26 27 27, or via email RecruitmentResources@durham.gov.uk.
All correspondence relating to your application will be sent from donotreply@northeastjobs.org.uk. Kindly check your spam/junk folder regularly to ensure you don’t miss any updates.
CONNECT WITH US
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Customer Services Assistants employer: Connected Local Government
Contact Detail:
Connected Local Government Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Assistants
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the Council and its services. This will help you understand their values and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your listening skills! Since this role requires excellent listening abilities, try role-playing with a friend or family member. This will help you get comfortable with responding to different customer scenarios.
✨Tip Number 3
Show off your empathy! During the interview, share examples of how you've handled challenging situations in the past. Highlighting your patience and understanding can really set you apart from other candidates.
✨Tip Number 4
Apply through our website! Make sure to follow the application guidelines closely. Use the person specification to showcase how you meet the essential criteria, and don’t forget to check for any updates in your spam folder!
We think you need these skills to ace Customer Services Assistants
Some tips for your application 🫡
Show Us Your Skills: When filling out your application, make sure to highlight your listening skills and any experience you have dealing with the public. We want to see how you can bring patience and empathy to the role!
Follow the Guidelines: Remember, we don’t accept CVs! Make sure you apply through our website and use the person specification section to clearly demonstrate how you meet the essential criteria. This is your chance to shine!
Be Yourself: Don’t be afraid to let your personality come through in your application. We’re a friendly team, and we value authenticity. Show us who you are and why you’d be a great fit for our customer service environment.
Check Your Work: Before hitting submit, take a moment to review your application. Typos and errors can distract from your message. A polished application shows us you care about the details, which is super important in customer service!
How to prepare for a job interview at Connected Local Government
✨Know the Role Inside Out
Before your interview, make sure you understand the key responsibilities of a Customer Services Assistant. Familiarise yourself with the services you'll be dealing with, like refuse and recycling or housing solutions. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Listening Skills
Since this role requires excellent listening skills, prepare to demonstrate how you've used these in past experiences. Think of specific examples where you successfully handled challenging interactions, showing patience and empathy. This will highlight your suitability for the role.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle an upset customer. Practising your responses can help you articulate your thoughts clearly during the interview. Remember, it's all about showing your problem-solving skills and ability to stay calm under pressure.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or what a typical day looks like. This shows your enthusiasm for the position and helps you gauge if the environment is the right fit for you.
