Customer Experience Advisor – First Point of Contact

Carrington Blake Recruitment; Flint; On-site; GBP 21,000 - 25,000; Full time

Job summary

Flintshire County Council is seeking a Customer Service Assistant to join the Governance team at Ty Dewi Sant, Ewloe and County Offices, Flint. You will handle enquiries, complaints and requests via phone, email, written correspondence and in person, resolving many at first contact.

You will record interactions on the CRM, monitor progress against targets, provide accurate information and promote online services. Strong communication skills and Welsh language ability are desirable.

Qualifications

• Experience delivering high-quality customer service with a strong customer focus.
• Experience dealing professionally with difficult or irate customers.
• Experience handling and recording complaints according to procedures.
• Ability to resolve enquiries at first contact where possible.
• Excellent verbal and written communication skills.
• Ability to work across multiple channels (phone, face-to-face, written, email).
• Strong organisational skills and ability to manage changing priorities.
• Welsh language skills.

Responsibilities

• Handle customer enquiries via telephone, email, written correspondence and face-to-face at Reception.
• Resolve enquiries at first point of contact where possible, using established procedures and available information.
• Record enquiries on the CRM system and allocate to the correct service.
• Receive, record and allocate formal complaints per the council's policy.
• Advise customers on service standards and complaints procedures.
• Monitor enquiries to ensure timely responses against targets.
• Liaise with MPs and MSs for enquiries as needed.
• Keep customers informed about progress and updates.
• Provide accurate information about Council services and help identify the right service.
• Promote online services and My Account where appropriate.
• Encourage digital access and improve online forms.
• Work flexibly and undertake other duties as required by the Customer Contact Service Manager.

Skills

Customer service

Difficult customers

Complaint handling

Communication skills

Organisational skills

Welsh language skills

Teamwork

Education

GCSE English/Maths

Tools

Microsoft Office

CRM systems

Job description

Flintshire County Council is seeking a Customer Service Assistant to join the Governance team at Ty Dewi Sant, Ewloe and County Offices, Flint. You will handle enquiries, complaints and requests via phone, email, written correspondence and in person, resolving many at first contact.

You will record interactions on the CRM, monitor progress against targets, provide accurate information and promote online services. Strong communication skills and Welsh language ability are desirable.