Customer Service Assistant – EK

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Location: Ormskirk & Skelmersdale
Working Pattern: Monday to Friday, office-based
Hours: Shifts between 8:30am–4:30pm, 9:00am–5:00pm and 9:30am–5:30pm
5 days per week in the office
DBS: Standard DBS required
References: 3 years of references required

Job Purpose

West Lancashire Borough Council is looking for a Customer Services Advisor to provide an efficient and professional first point of contact for customers across the Council.

The role will involve supporting customers by telephone, face-to-face and electronically, helping them with their enquiries, identifying the service they require and ensuring their issues are dealt with appropriately and efficiently.

Key Responsibilities

• Act as the first point of contact for customer enquiries across the Council.
• Provide professional and helpful customer service by telephone, face-to-face and electronically.
• Work from the Council’s Customer Service Points in Ormskirk and Skelmersdale.
• Listen to customers, understand their needs and identify the appropriate Council service.
• Resolve customer enquiries wherever possible, providing accurate and timely information.
• Liaise with Council departments, managers and colleagues to resolve more complex enquiries.
• Work with external organisations and agencies where required.
• Support visitors and customers attending Council offices.
• Act as an advocate for customers by helping them access the appropriate services and solutions.
• Record and update customer information accurately on Council systems.
• Follow Council procedures, policies and processes when dealing with enquiries.
• Maintain a professional, approachable and customer-focused manner at all times.
• Be willing to learn new systems, processes and Council services.

What We Are Looking For

The ideal candidate will have:

• Previous customer service, contact centre or public-facing experience.
• Excellent verbal and written communication skills.
• Experience handling a range of customer enquiries and resolving issues.
• The ability to remain professional and helpful when dealing with challenging customers.
• Good problem-solving and listening skills.
• Strong IT and administration skills.
• The ability to work effectively with colleagues and different departments.
• A willingness to learn new systems and processes.
• A professional and customer-focused approach.

Important Information

• This is a fully office-based role, working 5 days per week.
• There is no hybrid-working option.
• The role will be based between Ormskirk and Skelmersdale.
• Working hours will be allocated across shifts of:
  • 8:30am – 4:30pm
  • 9:00am – 5:00pm
  • 9:30am – 5:30pm
• Monday to Friday, with no weekend working stated.
• A Standard DBS check is required.
• Candidates must be able to provide 3 years of references.