Customer Service Assistant

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. 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. 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.