Customer Service Assistant

CEMP; Greater London; Hybrid; GBP 25,000 - 26,000; Full time

Job summary

A local government authority is looking for a motivated Customer Service Assistant to join their team. The role requires excellent customer service skills and the ability to engage with a diverse range of customers. Responsibilities include handling queries across various services such as social care and library services. This is a permanent position based in Greater London, offering a competitive salary and benefits, including generous holiday entitlement and flexible working arrangements.

Benefits

Competitive salary

Generous holiday entitlement

Health and Wellbeing services

Flexible working opportunities

Employee discounts through Norfolk Rewards

Local Government Pension Scheme

Qualifications

• Experience in customer service roles.
• Ability to work with vulnerable customers.
• Strong communication skills over the phone.

Responsibilities

• Serve as the first point of contact for customers.
• Manage a variety of services from adult care to registrars.
• Receive full training to become a multiskilled agent.

Skills

Experience delivering excellent customer service

Engaging with diverse people via telephone

Attention to detail

Excellent data entry skills

Service improvement mindset

Job description

Customer Service Assistant

Customer Service Assistant | 9673 | Permanent contract | 37 hours per week | £25,583 to £25,989 per annum (Scale D) | County Hall / Hybrid

Norfolk County Councils Customer Service Centre (CSC) is the first point of contact for our customers. Our Customer Service Centre holds the nationally recognised Customer Service Excellence Award. It is our aim to become the best performing council in the country for customer service. To achieve this, we are looking for highly motivated and process led individuals to join our expanding team.

We deal with a diverse set of services ranging from Adult Social Care to Highways to Registrars to Library Services. Over a period of time, you will receive full training to become a multiskilled agent. The core working hours are Monday to Friday 8:55am to 5pm. This is currently a Hybrid Position with a mix of office based and remote working from home. We ask that you have in place good Broadband connectivity and can work privately.

We Are Looking For People Who

• Have experience delivering excellent customer service
• Are comfortable engaging with a diverse network of people via telephone, including people who are vulnerable or at crisis point
• Can follow a defined process
• Have good attention to detail and excellent data entry skills
• Can use a variety of different systems while on the phone to the customer
• Have a service improvement mind-set, wanting to make things better for our customers

These are some benefits you can enjoy by working for Norfolk County Council

• Competitive salary
• Generous holiday entitlement
• Health and Wellbeing services including fast-track physiotherapy and a free counselling service
• Flexible working opportunities including flexi-time, part time, remote and hybrid working dependent on your job role and business need
• Financial benefits such as: Norfolk Rewards our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out
• A Blue Light card for Fire Service and Social Care Workers
• Relocation expenses (where applicable)
• An advance of your expenses if you travel for work
• Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants pensions
• Tax efficient ways of getting extra pension and new bikes
• Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
• A payment if you refer someone you know to a hard to fill job

Before you apply

We would like to make you aware that priority consideration for this post may be given to current employees who are at risk due to restructure within the organisation or are in a redeployment position. Redeployment closing date: 1 February 2026 23:59. All other applicants closing date: 8 February 2026 23:59.