Customer Services Assistant

Customer Services Assistant

Location: Belfast
Pay: £13.91 per hour
Job Type: Full-time (some out-of-hours work may be required)

Customer Contact

• Respond to a wide range of customer queries across multiple channels

• Use CRM systems to accurately log information and actions taken

• Assist customers with forms and provide digital guidance

• Handle complaints professionally and escalate when necessary

• Support elected members by managing and updating case information

Performance and Improvement

• Gather customer feedback and suggest improvements

• Meet key service targets such as first-call resolution

• Help monitor trends using data and report service issues

• Contribute to service reviews and help design customer surveys

• Process financial transactions following council procedures

General Duties

• Collaborate with internal teams to enhance service delivery

• Adhere to council policies on customer care, health and safety, equality, and safeguarding

• Participate in training and support new staff

• Represent Belfast City Council in a professional and positive manner

• Be flexible and adaptable as duties may evolve with the role

At least 1 year of experience in:

• Delivering customer service across a range of channels (e.g. phone, email, face-to-face)

• Using IT systems (preferably CRM) to record and manage customer information

• Resolving customer queries and providing relevant guidance or signposting

• Excellent interpersonal and customer care skills

• Strong verbal and written communication

• Analytical thinking and decision-making

• Competent with IT systems and Microsoft Office

• Team-focused with good time management

• Organised and able to manage workload independently

Preference may be given to applicants who:

• Have at least 2 years’ experience in the essential areas listed