Customer Service Assistant

City of Portsmouth College; Portsmouth; On-site; GBP 20,000 - 25,000; Full time

Job summary

An educational institution in Portsmouth is seeking a Customer Service Assistant. This role requires excellent communication skills and a customer-focused mindset to aid visitors, students, and staff efficiently. Responsibilities include reception duties, handling inquiries both in person and online, and maintaining a positive first impression even under pressure. The ideal candidate is adaptable, has problem-solving capabilities, and enjoys interpersonal interactions, contributing positively to the College's diverse mission.

Benefits

25 days annual leave

Generous Local Government pension

Access to learning and development programs

Onsite discounts at college facilities

Free car parking

Discounts via Blue Light Card

Qualifications

• Must have excellent verbal and written communication skills.
• Display strong interpersonal skills to maintain a positive rapport.
• Must have a customer-focused mindset to provide exceptional service.
• Problem-solving abilities are essential for resolving issues.
• Previous experience in customer service or administration is beneficial.
• Computer literate with the ability to use various software.

Responsibilities

• Provide reception and customer service duties.
• Act as a communication link in emergencies.
• Deal with incoming queries, calls, and emails efficiently.
• Display flexibility and a positive attitude under pressure.
• Anticipate workloads and suggest improvements for customer service.

Skills

Excellent communication skills

Strong interpersonal skills

Customer-focused mindset

Problem-solving abilities

Computer literate

Job description

This highly professional, flexible, pro‑active customer service role requires the Customer Service Assistant to undertake the high-level priorities of the post, and flexibly prioritise the needs of the role. They must be highly adaptable, constantly demonstrating excellent interpersonal skills and be unflappable under pressure, and be very capable of working error free and pro‑actively within a highly pressurised environment. As the first point of contact for high level partners and visitors they must display excellent and continuously professional verbal communication skills, and high levels of emotional intelligence. Consistency, approachability and helpfulness are key and a positive self‑reliant manner. Regular training is essential, as is self‑motivation to continually be improving the quality and efficiency of the role through training and using new technology.

Responsibilities

• Provide reception duties
• Provide additional reception cover for key College events such as Open Evenings, Awards events and College events
• Provide excellent customer service to all visitors, students and staff, dealing with enquiries to resolution as required and providing a helpful service for all
• Act as a central communication link in an emergency and as liaison point for staff
• Deal with incoming queries, including telephone calls and e‑mails to the college
• The Receptionist must continuously display an exemplary, flexible mindset especially when under pressure, and cope with unanticipated change. Discretion is essential at key times, with a can‑do problem‑solving attitude to seek long‑term sensible solutions. Workload anticipation is vital on a daily, monthly and annual cycle. A willingness to own, problem‑solve and suggest new approaches and systems will also be important regarding customer service.

Qualifications

• Excellent communication skills both verbal and written
• Strong interpersonal skills, maintaining an approachable demeanour to aid a positive first impression and rapport building
• Customer‑focused mindset with a commitment to providing exceptional service
• Problem‑solving abilities in order to resolve issues independently or collaboratively with colleagues
• Previous experience in customer service, administrative support or a similar role would be beneficial but not necessary
• Computer literate

Diversity and Inclusion

Equality, Equity, Diversity, and Inclusion are central to the work of the College. This underpins the vision of the College to transform lives through providing exceptional education and training. The College's commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities and the range of direct and indirect student support services.

Pre Employment Checks

We reserve the right to close the job advert when we have had successful applications, and it may not run for the full duration of the advert.
All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references.

Benefits

• Annual Leave: 25 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
• Pension: Generous Local Government pension. Further information can be found at www.hants.gov.uk/hampshire-services/pensions/local-government
• Learning & Development: Programmes by The Community Adult Education Department
• Staff Development: Access to the College staff development programmes and CPD
• Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
• Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
• Parking: Free car parking across all campus sites (apart from Arundel)
• Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets!