Bluestones Staffing
BSNI are working with Belfast City Council to recruit a Customer Services Assistant – Admin & Clerical. This role is temporary.
mployment type
Temporary
Number of people required
1
Target start date
30 Mar 2026
Duration
4 Weeks
Hours per week
37
Rate
PAYE: £14.35 per hour
Job location
4-10 Linenhall Street, Belfast, BT2 8BP, United Kingdom
Main purpose of job
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 and web chat and face to face).
Interacting with and assessing 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 Council.
Participation is required to support the provision of a reactive emergency response service and this may require some out of hours working.
Summary of responsibilities and personal duties
Customer Contact
Process and respond to a range of requests, queries and issues from customers (face to face, telephone, online) in a professional and timely manner that effectively addresses the concern/query raised, while managing customer expectations in line with relevant service standards.
Regularly update and maintain the service catalogues as directed, ensuring they meet current business and service level requirements.
Provide customers with the relevant information to resolve their enquiry using a variety of different sources and educate them on other relevant services and initiatives or signpost to other service providers or agencies where appropriate.
Ensure the effective use of CRM to accurately record all customer information to contribute to the effective performance management of the overall customer service function, supporting the shift to digital channels.
Effectively provide assistance to customers including digital assistance in completing relevant forms/applications in line with service processes and procedures.
Deal with any customer complaints in a professional and timely manner, in accordance with any relevant council guidelines and procedures, escalating complaints/issues as appropriate.
Through a dedicated telephone number, provide the first point of contact for key stakeholder groups including elected members handling requests/issues and queries through to resolution, keeping members informed of progress and escalating issues as appropriate. Using the �portal� services designed for elected members, providing up to date information on their individual cases and area based information.
Performance and Service Improvement
Encourage customer feedback and assist in identifying solutions to resolve issues and ensure the delivery of an enhanced customer experience.
Ensure that corporate targets for first call resolution and other key metrics are being adhered to, within post-holders sphere of responsibility.
Assist with the collation and analysis of both real time and historical customer experience data to identify trends and / or risks against service delivery standards and escalate any issues through the agreed channels.
Effectively utilise and interrogate all relevant IT systems appropriate to the post-holder�s area of work, ensuring that the accuracy and quality of data is maintained at all times.
Make recommendations and suggestions to management on areas where customer related service improvements could be undertaken, highlighting real-time issues or problems to help prevent repeat occurrences.
Support the Customer Service Team Leader with the design, definition and updating of customer surveys to deliver effective and quality customer services.
Share service knowledge and participate in the development and delivery of relevant training across the team and to other internal or external stakeholders, to enable an efficient, effective and joined up delivery of customer service across the organisation.
Accurately process financial transactions for customers in line with Belfast City Council�s Financial Regulations, which are relevant to the customer service portfolio.
General
Work collaboratively with relevant stakeholders to enhance the delivery of customer service throughout Belfast City Council.
Act in accordance with the council and departmental policies and procedures including customer care; equal opportunities; health and safety; safeguarding and any pertinent legislation.
Participate in all induction and in-service training provided by Belfast City Council and in the induction and support of all newly appointed staff and other human resource management procedures as appropriate.
Undertake the duties in such a way as to enhance and protect the reputation and public profile of the council.
Undertake such other relevant duties as may, from time to time, be required.
This job description has been written at a time of significant organisational change and it will be subject to review and amendment as the demands of the role and the organisation evolve. Therefore, the post-holder will be required to be flexible, adaptable and aware that they may be asked to perform tasks, duties and responsibilities which are not specifically detailed in the job description but which are commensurate with the role.
Essential criteria
Experience
Applicants must, as at the closing date for receipt of application forms, be able to demonstrate on the application form, by providing personal and specific examples, at least one years relevant experience in each of the following areas:
providing professional customer service support to a range of internal and external customers using a variety of channels (for example online, telephone, email, social media, face to face and so on);
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; and
assisting customers effectively by resolving a range of requests, queries and issues by providing relevant information and, or signposting to appropriate services.
Special skills and attributes
Applicants must be able to demonstrate evidence of the following special skills and attributes which may be tested at interview:
Customer care skills: excellent interpersonal skills with the ability to deal effectively with internal and external customers to create a good impression and enhance and protect the image of Belfast City Council.
Communication skills: the ability to communicate effectively both orally and in writing with members of the public and internal and external customers.
Analytical and decision making skills: the ability to analyse data and take appropriate decisive action with an understanding of the possible wider corporate implications of such action.
Information technology skills: a high level of computer literacy with the ability to use a range of standard Microsoft programmes and specialist CRM systems.
Team working skills: an effective team member who works enthusiastically with others to exceed agreed targets and objectives.
Work planning and organisational skills: the ability to plan workloads for self and others to ensure that tasks are completed within appropriate timescales, ensuring constant flow of work.
Shortlisting criteria
In addition to the above experience, Belfast City Council reserves the right to shortlist only those applicants who, as at the closing date for receipt of application forms:
in the first instance, can demonstrate by providing personal and specific examples on the application form, that they have at least two years relevant experience in each of the above-noted areas, (a – c); and
in the second instance, 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 recruit.
For more information contact Jessica or Debbie on 02895219313
BSNI are an acting recruitment agency.