Job Description

Job Title:

Contract Type:

Location:

Working Pattern:

Desirable Requirement:

Job Purpose

Key Responsibilities

• Deliver front-of-house and telephone reception services for the Council
  


• Meet and greet customers, identify their needs, and provide clear guidance and support
  


• Direct customers to appropriate services and signpost to partner organisations
  


• Promote and support digital and self-service channels
  


• Handle customer enquiries in a professional, calm, and efficient manner
  


• Carry out administrative duties including post handling, document scanning, and data entry
  


• Support customers to access external services such as housing, social care, and partner agencies
  


• Maintain accurate records and ensure data is processed in line with data protection requirements
  


• Work flexibly across service requirements as needed
  


• Support continuous improvement by identifying opportunities to enhance customer experience
  

Experience Required

• Experience working in a customer-facing environment
  


• Proven ability to deliver excellent customer service
  


• Experience working in a fast-paced environment with competing demands
  


• Ability to learn new systems quickly and follow processes accurately
  


• Experience handling difficult or sensitive customer interactions calmly and professionally
  


• Experience maintaining accurate records with strong attention to detail
  


• Previous experience within a local authority or public sector environment (desirable)
  

Qualifications & Skills

• Good standard of education (e.g. GCSEs or equivalent experience)
  


• Excellent communication and interpersonal skills
  


• Strong organisational and time management abilities
  


• Ability to prioritise workload and meet deadlines
  


• Proficiency in Microsoft Office and IT systems
  


• Strong problem-solving abilities and customer-focused approach
  


• Awareness of health and safety procedures
  


• Knowledge of local authority services (desirable)
  

Personal Attributes

• Calm, professional, and customer-focused approach
  


• Able to work effectively under pressure in a busy environment
  


• Proactive, positive, and adaptable mindset
  


• Strong team player with the ability to build effective relationships
  


• Committed to equality, diversity, and inclusion
  


• High level of integrity, professionalism, and accountability
  

Additional Information

• Pay Frequency: Bi-weekly
  


• Fast-paced, high-volume customer service environment