Customer Service Assistant – EK

Ormskirk Source: WhatJobs

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Customer Services Advisor – West Lancashire Borough Council

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.