Customer Services Assistant

Bluestones Staffing are partnering with Belfast City Council to hire a Customer Services Assistant on a temporary ongoing basis. This is a full-time position with an immediate start required upon selection.

• Hours: 37 hours per week, overtime possible
• Location: Belfast City Centre
• Job Type: Temporary Ongoing via Agency
• Rate of Pay: £12.80 per hour
• Start Date: 27th October 2024 (TBC)

Job Responsibilities:

As part of the Customer Hub team and reporting to the Customer Services Team Leader, the successful candidate will be responsible for:

• Providing a professional customer service to a range of internal and external customers across multiple channels (online, telephone, email, chat, in person)
• Handling customer enquiries, providing information, resolving issues at first point of contact where possible, and helping mitigate service failures.
• Acting as an advocate for customers, supporting the Council’s goal of delivering an enhanced customer service experience.
• Participation in the reactive emergency response service, which may require occasional out-of-hours work.
• Maintaining and updating service catalogues to ensure they meet current business needs.
• Recording customer information accurately in the CRM system to support performance management.
• Assisting customers with completing digital forms and applications.
• Handling customer complaints in a timely and professional manner.

Essential Criteria:

• Strong interpersonal skills to deal with a range of customers professionally and enhance the council’s image.
• Excellent written and oral communication skills to engage with customers and internal teams.
• Proficient in using standard Microsoft programs and CRM systems.
• Ability to collaborate with colleagues to meet shared goals.
• Ability to plan and prioritize tasks to meet deadlines effectively.

At least one year’s relevant experience in the following areas:

• Providing customer service across various channels (online, telephone, email, social media, face-to-face);
• Using standard IT systems and preferably CRM systems to record customer information;
• Assisting customers with requests, queries, and issues, and providing information or signposting to appropriate services.

Desirable Criteria (used for shortlisting):

• Two years’ relevant experience in the above areas.
• Five GCSEs (grades A-C) including English or equivalent qualifications

Please apply below for consideration and a member of the team will be in touch.