Customer Service Assistant

Role summary Provide professional, first‑contact customer service across channels (face‑to‑face, phone, email, web chat, online portals and social media). Assess and resolve customer enquiries where possible, signpost or escalate appropriately, support digital-first service delivery and contribute to service improvement, performance monitoring and stakeholder support (including elected members). Participate in reactive emergency response work (may include some out‑of‑hours). Key responsibilities Handle and resolve customer enquiries across channels; manage expectations in line with service standards. Accurately record customer contacts in CRM and maintain service catalogues and related data. Provide digital assistance to customers completing online forms/applications. Manage and escalate complaints per council procedures. Provide first point of contact for elected members via dedicated telephone/portal; keep them informed and escalate as needed. Support performance and service improvement: collect/analyse customer data, promote first-call resolution targets, identify trends and recommend improvements. Help design and update customer surveys; share knowledge and deliver training within the team and to stakeholders. Process financial transactions accurately in line with council financial regulations where required. Work collaboratively across council services; follow council policies (customer care, equal opportunities, H&S, safeguarding). Participate in induction/training and support onboarding of new staff. Be flexible — duties may change with organisational needs. Essential criteria Minimum one year’s relevant experience in: a) delivering customer service across multiple channels (online, phone, email, face‑to‑face, social media); b) using standard IT systems and preferably CRM to record customer information and support performance management; and c) resolving customer requests/queries and signposting to services. Strong customer care and interpersonal skills. Effective written and oral communication. Analytical and decision‑making ability, with awareness of wider corporate implications. High computer literacy (Microsoft suite) and ability to use CRM systems. Teamworking, planning and organisational skills. At Cogent Staffing, we are committed to ethical recruitment practices and fostering an inclusive workplace. We actively encourage applications from all qualified candidates, regardless of race, gender, disability, religion or belief, sexual orientation, age, or any other characteristic protected by law. We believe that diversity enriches our teams and enhances our ability to serve our clients effectively. We ensure that our recruitment processes are fair, transparent, and free from bias, promoting equal opportunities for all applicants. #commercialperm