Customer Support Assistant

Civic Recruitment Limited; Tendring; On-site; GBP 18,000 - 26,000; Full time

Job summary

Civic Recruitment Limited advertises a six-month contract with a local authority based in Clacton-on-Sea, Essex. The role focuses on delivering a high-quality, customer-focused service within Environmental Services, handling Waste Management and Recycling enquiries by phone and online.

You will provide accurate information, direct callers to the right service, record queries in Council systems, and support continuous improvements to customer processes, all while maintaining professionalism under

Qualifications

• Good GCSE passes or equivalent in English and Mathematics.
• NVQ Level 2 or equivalent qualification in Customer Service, or relevant experience.
• Experience of providing customer service in a telephone, electronic, or public-facing environment.
• Good verbal and written communication skills.
• Ability to use IT systems effectively, including Microsoft Office applications such as Word and Excel.
• Ability to understand customer needs and provide appropriate information, support, or signposting.
• Ability to establish and maintain positive relationships with customers and colleagues.
• Ability to work productively in a high-pressure environment while maintaining accuracy and professionalism.

Responsibilities

• Respond to general and specific customer enquiries by telephone and electronic channels, providing accurate and helpful information or assistance.
• Deal professionally and courteously with members of the public, understanding their needs and working to achieve positive outcomes.
• Handle enquiries relating to Council Environmental Services, particularly Waste Management and Recycling.
• Provide factual information and guidance on Council services, policies, and procedures.
• Identify enquiries that require specialist support and refer customers to the appropriate officer or service area.
• Provide an efficient and effective general administration service to the department.
• Accurately record customer enquiries, information, and actions taken using relevant Council systems.
• Maintain a good working knowledge of the Council’s services and objectives to respond effectively to customer queries.
• Work flexibly to support specific areas of departmental need as they arise.
• Attend training sessions, team briefings, and other relevant meetings.
• Contribute to continuous improvement initiatives and the development of customer service processes.
• Work effectively as part of a customer-focused team, supporting colleagues and contributing to a positive team environment.
• Maintain high standards of accuracy, quality, and productivity, particularly when working under pressure.
• Follow Council procedures, instructions, and relevant policies at all times.
• Undertake other duties appropriate to the role as required by management.

Skills

Verbal communication

Written communication

IT skills

CRM systems

Teamwork

Organisation

Attention to detail

Education

GCSE English & Maths

NVQ Level 2 in Customer Service

Tools

CRM systems

Job description

Job Description

6 Month Contract With A Local Authority

Job Purpose

To provide a high-quality, customer-focused service as part of the Council’s Environmental Services team, responding to telephone and electronic enquiries relating primarily to Waste Management and Recycling.

The postholder will provide accurate and helpful information to members of the public, resolve enquiries wherever possible, and ensure customers are directed to the appropriate service or officer when further assistance is required. The role will also provide efficient general administrative support to the department and contribute to the continuous improvement of customer services.

Key Responsibilities

• Respond to general and specific customer enquiries by telephone and electronic channels, providing accurate and helpful information or assistance.
• Deal professionally and courteously with members of the public, understanding their needs and working to achieve positive outcomes.
• Handle enquiries relating to Council Environmental Services, particularly Waste Management and Recycling.
• Provide factual information and guidance on Council services, policies, and procedures.
• Identify enquiries that require specialist support and refer customers to the appropriate officer or service area.
• Provide an efficient and effective general administration service to the department.
• Accurately record customer enquiries, information, and actions taken using relevant Council systems.
• Maintain a good working knowledge of the Council’s services and objectives to respond effectively to customer queries.
• Work flexibly to support specific areas of departmental need as they arise.
• Attend training sessions, team briefings, and other relevant meetings.
• Contribute to continuous improvement initiatives and the development of customer service processes.
• Work effectively as part of a customer-focused team, supporting colleagues and contributing to a positive team environment.
• Maintain high standards of accuracy, quality, and productivity, particularly when working under pressure.
• Follow Council procedures, instructions, and relevant policies at all times.
• Undertake other duties appropriate to the role as required by management.

Requirements

• Good GCSE passes or equivalent in English and Mathematics.
• NVQ Level 2 or equivalent qualification in Customer Service, or relevant experience.
• Experience of providing customer service in a telephone, electronic, or public-facing environment.
• Good verbal and written communication skills.
• Ability to use IT systems effectively, including Microsoft Office applications such as Word and Excel.
• Ability to understand customer needs and provide appropriate information, support, or signposting.
• Ability to establish and maintain positive relationships with customers and colleagues.
• Ability to work productively in a high-pressure environment while maintaining accuracy and professionalism.
• Flexible approach and willingness to respond to changing service requirements.
• Ability to follow instructions and established procedures effectively.
• Good organisational skills and attention to detail.
• Ability to work effectively as part of a team and contribute to team objectives.
• Commitment to delivering high standards of customer service.
• Previous experience within a Local Authority or public sector environment.
• Experience dealing with enquiries relating to Environmental Services, Waste Management, Recycling, or similar services.
• Experience using customer relationship management or Council-specific systems.
• Understanding of the importance of providing accessible, efficient, and customer-focused public services.

Additional Information

Location: Clacton-on-Sea, Essex – on-site only.

Bi-Weekly Payments: Salary/wages are paid bi-weekly.