Customer Service Assistant

Civic Recruitment Limited; Sealand; On-site; GBP 23,000 - 25,000; Full time

Job summary

Civic Recruitment Limited is currently seeking a Customer Service Assistant to join the Local Authority team in Flint. You will handle enquiries, complaints, and service requests across telephone, email, and in-person reception, aiming for first-contact resolution and accurate information delivery.

Working 37 hours per week at Flint House, the role requires GCSEs including English or Welsh and Maths, good IT skills, and a strong customer focus. Welsh language ability is essential for this post.

Qualifications

• GCSEs including English or Welsh and Mathematics, or equivalent customer service experience.
• Good IT skills, including Microsoft Office applications.
• Excellent written and verbal communication skills.
• Welsh language skills (Essential).

Responsibilities

• Respond to customer enquiries through telephone, email, written correspondence, and reception services.
• Resolve customer enquiries at first point of contact where possible.
• Record and allocate enquiries and service requests using the Customer Relationship Management (CRM) system.
• Process and monitor complaints in accordance with Council policies and procedures.
• Liaise with Council departments to obtain information and ensure timely responses to customers.
• Provide reception services and support visitors attending Council offices.
• Maintain accurate records of customer interactions and complaints.
• Monitor customer enquiries and complaints to ensure performance targets are achieved.
• Make outbound calls to follow up enquiries and promote Council services.
• Promote digital services, online transactions, and customer self-service options.
• Support the maintenance and accuracy of information published on internal and external communication platforms.
• Maintain confidentiality and comply with data protection requirements.

Skills

Customer service experience

Complaint handling

Multichannel support

CRM experience

Communication

Data privacy awareness

Education

GCSE English/Math

Welsh language

Tools

CRM systems

Microsoft Office

Job description

Contract | Civic Recruitment Limited | United Kingdom

Posted On 10/09/2026

Job Information

Customer Service

City Sealand

Province Flintshire (Sir y Fflint GB-FFL)

Postal Code CH1

Job Description

2 months contract with a Local Authority Umbrella - £17.14 per hour - Umbrella

Job Purpose

As a Customer Service Assistant, you will provide a high-quality customer service experience by handling enquiries, complaints, and service requests through multiple communication channels, including telephone, email, written correspondence, and face-to-face reception services. You will work to achieve first-contact resolution wherever possible while ensuring customers receive accurate information and timely support.

Key Duties/Accountabilities

• Respond to customer enquiries through telephone, email, written correspondence, and reception services.
• Resolve customer enquiries at first point of contact where possible.
• Record and allocate enquiries and service requests using the Customer Relationship Management (CRM) system.
• Process and monitor complaints in accordance with Council policies and procedures.
• Liaise with Council departments to obtain information and ensure timely responses to customers.
• Provide reception services and support visitors attending Council offices.
• Maintain accurate records of customer interactions and complaints.
• Monitor customer enquiries and complaints to ensure performance targets are achieved.
• Make outbound calls to follow up enquiries and promote Council services.
• Promote digital services, online transactions, and customer self-service options.
• Support the maintenance and accuracy of information published on internal and external communication platforms.
• Maintain confidentiality and comply with data protection requirements.

Essential Experience Required

• Previous experience in a customer service environment.
• Experience handling customer enquiries and complaints.
• Experience dealing with difficult or challenging customer situations professionally.
• Experience using CRM systems, databases, or customer record systems.
• Experience working within performance targets and service standards.
• Ability to work across multiple communication channels.
• Strong customer focus with a commitment to excellent service delivery.
• Ability to multitask and manage changing priorities effectively.

Essential Qualifications Required

• GCSEs (or equivalent) including English or Welsh and Mathematics, or equivalent customer service experience.
• Good IT skills, including Microsoft Office applications.
• Excellent written and verbal communication skills.
• Welsh language skills (Essential).

Additional Information to Note

• Working hours: 37 hours per week.
• Location: Flint House, Church Street, Flint, CH6 5BD.
  
• Telephone interviews scheduled for 16th September 2026.