Assistant, Customer Service (IC68)

Arts Council England; Manchester; Hybrid; GBP 29,000; Full time

Job summary

A public arts organization based in Manchester is seeking an Assistant for their Customer Service team. The role involves responding to inquiries via phone and webchat, assisting applicants with application processes, and maintaining service standards. Ideal candidates will have experience in customer service and excellent communication skills. The position offers a fixed-term contract until August 2026, with flexible and hybrid working options, plus a starting salary of £28,662 per annum.

Benefits

Generous annual leave

Final salary pension scheme

Flexible working options

Qualifications

• Experience in Customer Service expected.
• Organised, customer-focused, and able to manage multiple systems.
• Excellent verbal and written communication skills.
• Proactive and able to work both independently and in a team.

Responsibilities

• Respond to customer enquiries via telephone, webchat, and written communication.
• Assist applicants navigate systems and support application processes.
• Manage multiple systems, information absorption, and prioritization.
• Maintain accuracy and compliance with policies.

Skills

Customer service experience

Excellent communication skills

Organised and proactive

Ability to manage multiple systems

Job description

Assistant, Customer Service (IC68)

Arts Council England, Manchester

£28,662 per annum plus benefits including a final salary pension scheme, generous annual leave, and flexible and hybrid working.

Contract: Fixed term until 31 August 2026, working 35 hours per week. Arts Council recognises the benefit of flexible working and welcomes applications from individuals who require flexibility.

Location: Manchester. The role is hybrid, with remote working options combined with regular on-site contact days, normally 1-2 days a week.

We are recruiting an Assistant to join our busy Customer Services team in our Manchester Office. The role responds to telephone, webchat and written enquiries about all aspects of Arts Council's work to very high standards. Mainly this will be helping applicants to navigate our systems and to make the very best applications to our funding programmes. It is a busy department with strict service levels and standards of service.

Responsibilities

• Respond to telephone, webchat and written enquiries with high standards.
• Assist applicants to navigate systems and support application processes.
• Manage multiple systems, absorb large amounts of information, juggle priorities and distribute information in an engaging and compelling way to customers from different backgrounds and abilities.
• Maintain service levels, accuracy and compliance with policies and procedures.

Qualifications

• Experience in Customer Service.
• Organised, customer‑focused, ability to manage multiple systems simultaneously.
• Excellent communication skills, both verbal and written.
• Proactive, solution‑focused and ability to work independently and as part of a team.

Full training will be given; expected that the successful candidate will have experience in Customer Service.

Equality, Diversity and Inclusion Statement

Arts Council England is committed to being an inclusive employer, building an inclusive workplace, and recruiting a workforce that is as diverse as the communities we serve. We welcome applications from people of all backgrounds, including those from Black, Asian and Ethnically Diverse backgrounds, disabled and neurodivergent people.

We encourage all candidates to let us know if adjustments are required to support you in your application.

About Arts Council England

Arts Council England offers a range of benefits to our employees including hybrid and flexible working, generous annual leave allowance, and a final salary pension scheme.

Job ref: IC68

Closing date: 09:00am Monday 22 December

Interviews (virtual): 15 and 16 January

Please note: We do NOT accept CVs or cover letters as part of our recruitment process. If you require any documentation in an alternative format, please contact [e-mail]