Customer Services Assistant

As part of the Customer Hub team, the post holder will report to the Customer Services Team Leader and be responsible for:Ensuring the provision of a professional customer service to a range of internal and external customers including elected members, across a variety of channels (including online, telephony, email, web chat and face to face).Interacting with and assessing the customer's needs in relation to service delivery, delivering information in relation to customer enquiries and resolving customer enquiries at the first point of contact where appropriate including identifying and helping to mitigate instances of service failure.Acting as an advocate for the customer at all times and contributing to the delivery of an enhanced customer service experience which promotes digital first and supports the development of a customer centre of excellence within the Belfast City Council..

At least six months relevant experience in providing professional customer service support to a range of internal and external customers using a variety of channels (e.g. online, telephone, email, social media, face to face and so on).

At least six months relevant experience in using standard IT systems and preferably specialist CRM systems to accurately record customer information and contribute to the effective performance management of a customer service function.

At least six months relevant experience in assisting customers effectively by resolving a range of requests, queries and issues by providing relevant information and/or signposting to appropriate services.

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Shortlisting: Have five GCSEs (grades A-C) including English or equivalent qualifications or have passed the computer-based assessment test for Business Support Clerk, WPO/Clerk or Clerical Officer recruitment campaigns.