Customer Service Assistant

Overview Staffordshire County Council. Do you thrive on delivering excellent customer service and making a real difference every day? Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve? Then read on to learn more about our role on offer! You will join our vibrant, welcoming and supportive Reception and Post Room team within the Customer Services who are proud of the high level of service we provide for our customers. We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience.

Main Responsibilities

• As the first point of contact for customers visiting council buildings, you will provide a professional, friendly and welcoming reception service, ensuring customers feel supported and listened to from the moment they arrive.
• Greeting customers in person in a polite, calm and approachable manner.
• Listening carefully to customer enquiries and understanding the reason for their visit.
• Asking relevant questions to identify customer needs and directing them to the correct service or colleague.
• Providing accurate information where appropriate and escalating enquiries when required.
• Managing a busy reception environment, including dealing with multiple customers appropriately and sensitively.
• Maintaining customer confidentiality and handling information securely at all times.
• Using your own judgement within agreed procedures and knowing when to seek support.
• Working effectively with colleagues to maintain smooth reception cover throughout the day.
• Developing and maintaining a good working knowledge of relevant services, procedures and policies.

The Ideal Candidate

This role is office‑based and involves working on reception within council buildings, greeting and supporting customers in person. We’re looking for someone who:

• Has experience in a customer‑facing role such as reception, front‑of‑house or public service.
• Is confident, friendly and professional when welcoming members of the public.
• Is passionate about delivering excellent customer service.
• Can listen carefully, show empathy and respond appropriately to enquiries or concerns.
• Uses judgement to resolve issues where possible and knows when to escalate.
• Remains calm, organised and reliable in a busy reception environment.
• Works well as part of a team and is willing to contribute ideas to improve services.

Training and Recruitment

You will receive comprehensive training based at our Stafford office, along with ongoing support and development to help you succeed in the role.

Notes: Interviews will be held on Tuesday May 12th. We are an equal opportunities organisation and Disability Confident employer. We encourage applications from all backgrounds and communities. As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers, we offer a guaranteed interview as long as your application meets the minimum criteria for the post.