Customer Service Assistant

Role Overview

The role is responsible for processing customer enquiries and complaints from different access channels including in person at Reception, in writing, electronic and by telephone.

Key Responsibilities

• Handle customer enquiries, provide immediate advice where possible, and accurately record and allocate cases using the CRM system.
• Record, allocate and monitor formal complaints and customer enquiries in line with Council procedures, policies and performance targets.
• Liaise with Council departments, customers, MPs and Members of the Senedd to obtain timely responses, provide updates and prevent unnecessary escalation.
• Provide comprehensive information on Council services, policies and procedures, while promoting online services, My Account and other relevant Council provisions.
• Make outbound calls to follow up enquiries and complete transactions, while helping maintain accurate online/intranet information and identifying opportunities to improve digital access.

Referral Reward

OnTemp is offering £250 for every successful candidate referral. If you know someone suitable for this role, refer them and receive a reward for each successful placement.

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