Customer Service Assistant

About the role

We are looking for a Reception Officer to serve as the first point of contact for customers visiting council buildings. The role is office based and involves greeting and supporting customers in person, ensuring a professional, friendly and welcoming experience.

Our customer model is built on the following principles:

• Service that offers ease of access and intuitive navigation
• Consistent and high quality contact management
• Service driven by customer insight and demand analysis
• Service delivered through appropriate delivery channels
• Resilient and scalable service
• Efficient delivery of service

Main Responsibilities

As the first point of contact for customers visiting council buildings, you will provide a professional, friendly and welcoming reception service, ensuring customers feel supported and listened to from the moment they arrive.

You will also be responsible for:

• Greeting customers in person in a polite, calm and approachable manner
• Listening carefully to customer enquiries and understanding the reason for their visit
• Asking relevant questions to identify customer needs and directing them to the correct service or colleague
• Providing accurate information where appropriate and escalating enquiries when required
• Managing a busy reception environment, including dealing with multiple customers appropriately and sensitively
• Maintaining customer confidentiality and handling information securely at all times
• Using your own judgement within agreed procedures and knowing when to seek support
• Working effectively with colleagues to maintain smooth reception cover throughout the day
• Developing and maintaining a good working knowledge of relevant services, procedures and policies

The Ideal Candidate

The role is office based and involves working on reception within council buildings, greeting and supporting customers in person.

We're looking for someone who:

• Has experience in a customer facing role such as reception, front of house or public service
• Is confident, friendly and professional when welcoming members of the public
• Passionately delivers excellent customer service
• Listens carefully, shows empathy and responds appropriately to enquiries or concerns
• Uses judgement to resolve issues where possible and knows when to escalse
• Remains calm, organised and reliable in a busy reception environment
• Works well as part of a team and is willing to contribute ideas to improve services

You will receive comprehensive training based at our Stafford office, along with ongoing support and development to help you succeed in the role.

Staffordshire County Council is an equal opportunities organisation and a Disability Confident employer.