Customer Service Assistant

Customer Service Assistant
- Cambridgeshire County Council– PE13 2JD

3 months
37 Hours Per Week

I am currently representing Cambridgeshire Country Council are offering an initial temporary contract for a period of 3 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience.

We are looking for Customer Service Assistant at Awdry House, Ramnoth Road, Wisbech, Cambridgeshire, PE132JD

The hours are Monday - Thursday 8.45am - 5pm and Friday 8.45am - 4.30pm.

Awdry House, Ramnoth Road, Wisbech - office based only, no hybrid opportunities.

Shortlisted CV will be invited to an assessment (writing) and if successful face to face interview.

Key Accountabilities

* Deliver a professional, customer-focused reception service, managing a wide range of duties and ensuring enquiries are resolved in line with the council’s Customer Service Standards.

* Provide an efficient and effective multi-channel customer service experience for all enquiries—both internal and external—across a range of services, ensuring compliance with agreed performance standards set by service level agreements. Handle urgent matters promptly.

* To possess an understanding of the purpose and objectives of the Customer Services team, evidencing the ability to contribute to this goal and act as one team with contact centre colleagues.

* Identify specialist enquiries and promptly redirect them in line with operational procedures and business rules, ensuring a satisfactory outcome for the customer, including those who may be vulnerable.

* To ensure all customers are dealt with courteously, fairly and without prejudice, including liaison with external organisations to ensure non-English speaking customers are responded to equitably and provided with relevant information.

* Contribute to the development of the site and quality of services offered by maintaining and building effective working relationships with building occupiers, other CCC customers (courier/postal services), such as Facilities Management.

* Maintain responsibility for a dedicated administrative workload to stated standards and timescale, in support of the end-to-end delivery of services delivered by Customer Services.

* To contribute to the on-going development and improvement of service quality and standards.

Requirements

* English GCSE at Grade C or above or proven literacy skills

* NVQ in Customer Service
- Level 2 or equivalent

* Confident understanding & application of Customer Service principles and procedures

* A customer service background with proven experience of interacting with customers face to face, online and by telephone.

* Demonstrable customer focus with a commitment to work towards a relevant professional qualification.

* Working understanding of Windows & Microsoft packages (including: Word, Excel, E-mail, Power Point, Internet)

* Understanding a requirement for confidentiality

* Knowledge of office systems/procedures

* Knowledge of Council policies & procedures

* Experience of local authority working

* An understanding of legislation and guidance on Data protection and discrimination