Customer Service Assistant – AR

Customer Service Assistant

Department: Governance
Reports to: Customer Service & Communications Manager
Location: Ty Dewi Sant, Ewloe and County Offices, Flint
Employer: Flintshire County Council

Job Purpose

To provide a high-quality customer service to residents and other customers of Flintshire County Council by handling enquiries, complaints and requests through telephone, email, written correspondence and face-to-face contact.

The role is responsible for resolving enquiries at the first point of contact wherever possible, accurately recording and allocating enquiries and complaints, monitoring progress and ensuring customers receive timely responses and updates.

Key Responsibilities

• Handle customer enquiries through telephone, email, written correspondence and face-to-face contact at Reception.
• Resolve customer enquiries at the first point of contact where possible, using established procedures and available information.
• Record enquiries on the Council’s Customer Relationship Management (CRM) system and allocate them to the appropriate Council service when further action is required.
• Receive, record and allocate formal complaints in accordance with the Council’s complaints policy and procedures.
• Advise customers and complainants on relevant Council service standards and complaints procedures.
• Monitor enquiries and complaints to ensure they are dealt with within required performance targets and timescales.
• Handle enquiries and correspondence from Members of Parliament (MPs) and Members of the Senedd (MSs).
• Liaise with officers and teams across the Council to obtain information, resolve issues and ensure customers receive timely responses.
• Keep customers informed about the progress of their enquiries or complaints to prevent unnecessary escalation.
• Provide accurate information about Council services, policies and procedures and help customers identify the most appropriate service or solution.
• Make outbound calls to customers to follow up enquiries, provide updates and complete transactions.
• Promote Council services, including online services and My Account, where appropriate.
• Encourage customers to use digital services where these provide an effective way of accessing Council services.
• Contribute to maintaining accurate and up-to-date information on the Council’s intranet and website.
• Identify opportunities to improve digital access to Council services, including online forms and electronic services.
• Work flexibly and undertake other duties appropriate to the role as required by the Customer Contact Service Manager.

Skills and Experience

Essential

• Experience of providing excellent customer service with a strong customer focus.
• Experience of dealing professionally with difficult or irate customers.
• Experience of handling and recording complaints in accordance with procedures.
• Ability to resolve enquiries effectively and achieve first-time resolution where possible.
• Excellent verbal and written communication skills.
• Ability to communicate effectively across telephone, face-to-face, written and electronic channels.
• Ability to build positive working relationships with colleagues across an organisation.
• Confidence using Microsoft Office and other IT/customer management systems.
• Strong organisational skills and the ability to manage multiple tasks and changing priorities.
• Ability to handle confidential and sensitive information appropriately.
• Commitment to personal development and learning new skills and procedures.
• GCSE-level education including English or Welsh and Maths, or equivalent relevant customer service experience.
• Welsh language skills.

Desirable

• Previous experience working within local government.

Personal Attributes

The successful candidate should be:

• Customer-focused and committed to delivering a high-quality service.
• Calm, professional and empathetic when dealing with challenging customers.
• A confident communicator and active listener.
• Organised and able to work to deadlines and performance targets.
• Proactive and willing to take ownership of customer enquiries.
• Adaptable and comfortable working in a changing environment.
• A positive team player who builds effective working relationships.
• Committed to finding better and more efficient ways of working.

Core Competencies

The role is expected to demonstrate the following Flintshire County Council competencies:

Customer First – Understand customer needs and deliver high-quality services that meet or exceed expectations.

Working Smarter – Work effectively, demonstrate motivation and commitment, and deliver expected outcomes.

Working Together/Partnership – Build positive relationships with colleagues and partners to deliver better services.

Communication – Communicate clearly, respectfully and effectively, sharing information and ideas appropriately.

Change – Adapt to change and identify better ways of delivering services.

Leading and Managing – Take responsibility for personal performance, development and continuous improvement.

Working Conditions

• The role involves working at Reception at Ty Dewi Sant, Ewloe and the County Offices, Flint.
• The role does not have responsibility for supervising or managing staff.
• No DBS check is required.