Customer Service Assistant - Reception

at  Staffordshire County Council

Job Introduction
Do you thrive on delivering excellent customer service and making a real difference every day?
Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve?
Then read on to learn more about our exciting role on offer
You will join our busy reception team who are proud of the high level of service we provide to our customers

We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience. Our customer model is built on the following principles

• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered

Main Responsibilities
As the first point of contact for our customers, you will use your excellent communication skills and professional and friendly manner to support customers with queries or complaints.
You will be required to listen, probe and investigate enquiries to determine the underlying needs of the customer, escalating queries where necessary
You will be required to work using your own initiative and judgement as well as work effectively as part of a team.
You will respond to customer queries through different channels such as telephone, e-mail, web chat.
The Ideal Candidate

You’ll:

• be currently working on a busy reception desk
• be passionate about delivering the best customer service possible
• be able to use own judgement to resolve queries and complaints quickly and effectively
• have excellent listening skills and an empathetic approach when addressing issues or complaints
• be self motivated and able to work under pressure
• be able to contribute new ideas to help deliver personal and team performance

The hours of work are either 8am - 4pm or 9am - 5pm Monday - Friday only
For further information regarding this role please contact Charlotte Pinks, Team Leader at charlotte.pinks@staffordshire.gov.uk
Interviews will be held in person at Staffordshire Place on Monday 20th May 2024
About Staffordshire County Council
We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.
We look forward and race ahead - that goes for your career too.

Please refer the Job description for details