Customer Service Assistant

3 Month Contract With A Local Authority Job Purpose To provide an efficient, professional and customer-focused front-line service for West Lancashire Borough Council, acting as the first point of contact for residents, visitors and customers across a range of Council services. The postholder will respond to enquiries via telephone, face-to-face and electronic channels, ensuring customer queries are resolved efficiently and accurately.

Working within the Customer Services team, the role will support access to Council services, provide information and guidance, and ensure a positive customer experience through excellent service delivery.

Key Responsibilities

Act as the first point of contact for customers accessing Council services. Respond to enquiries received via: Telephone Face-to-face contact Email Online and electronic channels Provide accurate information and guidance regarding Council services. Resolve customer enquiries at the first point of contact where possible.

Identify customer needs and ensure appropriate service referrals are made. Support customers visiting Customer Service Centres in Ormskirk and Skelmersdale. Interpret customer issues and act as an advocate in identifying suitable solutions. Record and maintain accurate customer information and service requests. Liaise with internal departments to resolve customer enquiries efficiently.

Escalate complex issues where appropriate. Support visitors, customers and colleagues with professionalism and a customer-focused approach. Maintain a high standard of customer care and communication at all times. Learn and utilise Council systems, processes and procedures effectively. Work collaboratively with colleagues and external organisations when required.

Ensure confidentiality and compliance with data protection requirements. Contribute to service improvement and customer satisfaction objectives.

Requirements

Essential Previous experience in a customer service, contact centre, reception or administrative environment. Excellent verbal and written communication skills. Strong customer service and problem-solving abilities. Experience dealing with members of the public. Ability to manage a variety of enquiries in a busy environment.

Good IT skills and ability to learn new systems quickly. Strong organisational and administrative skills. Ability to work effectively as part of a team. Professional and customer-focused approach. Ability to remain calm and professional when dealing with challenging situations. Good attention to detail and accurate data entry skills.

Desirable Experience working within Local Government or Public Sector customer services. Experience within a Contact Centre environment. Knowledge of Council services and service delivery processes. Experience using CRM or customer service management systems. Additional Information Location: Ormskirk & Skelmersdale Hours Per Week: 36 Hours Payment Frequency: Bi-Weekly Payments