Customer Service Assistant

Job Purpose Customer Service Assistant

The post holder is responsible for processing customer enquiries and complaints from different access channels including in person at Reception, in writing, electronic and by telephone. The post holder must be an experienced and passionate customer service representative, committed to providing an excellent service, adhering to performance standards to achieve timely responses to customer enquiries and complaints.

Principal Accountabilities Customer Service Assistant

• Ensure customer enquiries are answered with the aim of a first time resolution. This means taking decisions within established procedures, providing instant responses or recording enquiries on the Customer Relationship Management System and allocating to Council services.

• Monitor customer enquiries and complaints, including requests from Members of Parliament and Members of the Senedd, on the Customer Relationship Management System to ensure performance targets are met.

• Liaise with officers from across the Council to ensure that customers, Members of Parliament, Members of the Senedd and complainants receive timely responses and updates to their enquiries. Keep customers informed of progress to avoid unnecessary escalation of issues.

• Provide a comprehensive information service to customers of the Council, including Reception, advising on services available and the policies and procedures of the Council which will resolve or inform the needs of the customer.

• Make outbound calls to promote Council services and complete transactions e.g. follow up customer enquiries.

• Actively promote Council services that may be relevant or of interest to the customer e.g. promoting access to online services and My Account, influencing customer behaviour to achieve corporate objectives.

• Undertake duties commensurate with the post as required by the Customer Contact Service Manager.

Knowledge and Experience Customer Service Assistant

Customer Service - excellent customer service skills and a high degree of customer focus to ensure enquiries are answered with the aim of a first time resolution.

Essential

Data Protection - confident, trustworthy and respect confidentiality.

Previous local government experience.

Communication skills - excellent verbal and written communication skills to be able to transition seamlessly between communication channels and the ability to maintain effective working relationships with team members and colleagues across the organisation.

Essential

Application Form/Interview

IT skills - confident using Microsoft packages and bespoke IT systems.

Essential

Application Form/Interview

Organisational skills - the ability to multi-task and adapt quickly to changing priorities.

Essential

Application Form/Interview

Personal development committed to personal development and individual knowledge and skills enhancement to build resilience within the team.

Essential

Application Form/Interview

Welsh Language