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Customer Services Assistant

  • Job reference: TMCUSSERVDURHAM
  • Location: Durham
  • Job type: Temporary
  • Area of Expertise: Administration Services, Corporate Services, Domestic and Support Services
Job description: Customer Service Assistant - Durham

To provide a first point of contact for all our customers, service users and stakeholders' access to public services by all access channels, dealing with customer enquiries on all aspects of business within the remit of Customer Services and partnership services.

The position if for an initial 3 month full time, with pay between £9 - £9.20 per hour.

Listed below are the primary responsibilities of the role:

* To provide accurate information on all Council and partner services on both routine and complex issues.

* To assist the Customer Services Officers and Supervisors in the day-to-day provision of the front line service through telephone and personal interviews.

* To deal effectively with customers service requests, answering queries, giving advice covering the full range of Council and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable).

* The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud.

* To represent the customers best interests in seeking expert or specialist advice from services inside and outside the Council.

* To maintain up-to-date records and knowledge of the Councils Policies and Procedures required to provide the effective processing of service requests, enquiries and complaints.

* Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion.

* Assist customers in locating Council information stored in computerised and manual formats including the processing of payments as required.

* Awareness of Risk Management and the impact of the Councils Risk Policy has on the post holder.

* The duties and place of work may change as the service provision changes to the meet the needs of the customer.

* Participate in corporate working, in particular in order to achieve the corporate objectives and personal development aims.

* Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments. Proactively co-operates with others to achieve targets set for group, participates in teamwork and supports team decisions.

* Patience and empathy.

If you are interested in the role, or know of anyone who may be, please contact Theo at Service Care Solutions on 01772 208 964 or email theo.mason@servicecare.org.uk

Service Care Solutions also offers a £250 referral bonus! So if you know of anyone who would be perfect for this position and they are placed into work, you will receive £250 for the referral once their probationary period has been completed!