Civic Recruitment Limited
Customer Service Assistant
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2 months contract with a Local Authority
Umbrella - £17.14 per hour - Umbrella
Job Purpose
As a Customer Service Assistant, you will provide a high-quality customer service experience by handling enquiries, complaints, and service requests through multiple communication channels, including telephone, email, written correspondence, and face-to-face reception services. You will work to achieve first-contact resolution wherever possible while ensuring customers receive accurate information and timely support.
Key Duties/Accountabilities
- Respond to customer enquiries through telephone, email, written correspondence, and reception services.
- Resolve customer enquiries at first point of contact where possible.
- Record and allocate enquiries and service requests using the Customer Relationship Management (CRM) system.
- Process and monitor complaints in accordance with Council policies and procedures.
- Liaise with Council departments to obtain information and ensure timely responses to customers.
- Provide reception services and support visitors attending Council offices.
- Maintain accurate records of customer interactions and complaints.
- Monitor customer enquiries and complaints to ensure performance targets are achieved.
- Make outbound calls to follow up enquiries and promote Council services.
- Promote digital services, online transactions, and customer self-service options.
- Support the maintenance and accuracy of information published on internal and external communication platforms.
- Maintain confidentiality and comply with data protection requirements.
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Essential Experience Required
- Previous experience in a customer service environment.
- Experience handling customer enquiries and complaints.
- Experience dealing with difficult or challenging customer situations professionally.
- Experience using CRM systems, databases, or customer record systems.
- Experience working within performance targets and service standards.
- Ability to work across multiple communication channels.
- Strong customer focus with a commitment to excellent service delivery.
- Ability to multitask and manage changing priorities effectively.
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Essential Qualifications Required
- GCSEs (or equivalent) including English or Welsh and Mathematics, or equivalent customer service experience.
- Good IT skills, including Microsoft Office applications.
- Excellent written and verbal communication skills.
- Welsh language skills (Essential).
Additional Information to Note
- Working hours: 37 hours per week.
- Location: Flint House, Church Street, Flint, CH6 5BD.
- Telephone interviews scheduled for 16th September 2026.
- Supplier submission deadline: 15th September 2026.
- We work on bi-weekly payment schedule.
- Apply ASAP.
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