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Job title: Customer Services Assistant
Salary: B3 £25,584 - £27,269 (pro rata for part time)
Hours: Various
Contract: Permanent
Location: Various city wide
As a Customer Service Assistant, you’ll thrive on providing an excellent frontline service to the residents of Leeds.
Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions .
About You
As a Customer Service Assistant, you will bring to the role:
- The ability to work flexibly across different work locations in Leeds, as some of our roles are peripatetic and could require you to travel at short notice. In addition, the ability to work evenings and weekends.
- The ability to floor walk to assist customers accessing front line services – accepting and checking forms, scanning and emailing documents
- The ability to help users retrieve information appropriate to their needs
- The ability to adapt and integrate successfully with other services delivered from the Community Hub
- The ability Able to show, support and encourage customers to use IT to access services for themselves
About The Role
As our next Customer Service Assistant, you will be required to effectively deliver Community Hub services including meeting and greeting of residents, booking appointments, checking forms and the scanning and sending of documents, whilst providing an effective customer focussed Library service which includes the delivery of weekly events such as Story time and Rhyme time. You will participate in children and adult activities and promote the service via displays, and social media. You will encourage residents to use IT in their daily lives, supporting the city-wide digital inclusion projects and increase the customer access to IT within Community Hubs.
The role is integral to our frontline Customer Services Team, at the heart of an exciting initiative that aims to provide easier access to council services. The team aims to help reduce financial hardship and improve the quality of life of citizens and communities.
Some of our roles require team members with a full driving licence including category C1, Driver CPC. If you don’t have these, you can still apply and be matched to a non-driving role if successful.
What We Offer You
We take pride in offering the best employee experience, with benefits including:
- a competitive salary and annual leave entitlement plus statutory holidays
- membership of the West Yorkshire Pension Fund with generous employer contributions
- flexible and hybrid working arrangements subject to service requirements
- a clear career pathway and continuing professional development opportunities
- a range of staff benefits to help you boost your wellbeing and make your money go further
How To Apply
Please apply using the online application form. You must provide evidence in the form of examples, demonstrating how you meet each of the eight essential criteria listed below. Please only focus on these eight criteria in your application.
- Able to work flexibly across different work locations and areas as appropriate.
- Able to communicate with a wide range of people individually and in groups and at all appropriate levels.
- Experience of working as part of a team
- Experience of a customer-related environment.
- Experience in the use of computer packages.
- Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity of Leeds City Council.
- Able to demonstrate an interest in reading.
- Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
Please check your information carefully and ensure you complete all sections before submitting your application.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.
If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £38,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.
Job Purpose
To assist in the delivery of Community Hubs throughout the City. To deliver frontline services within the Community Hubs including library service, Customer Services and Job shops
Responsibilities
- To support, encourage and assist residents to access services for themselves via self-serve and for both Library and Community Hubs services. To think digital first in all ways to deliver a service.
- To provide an effective customer focussed Library service which includes delivering on events such as Story time and Rhyme time. To participate in other children and adult activities and promote the service via displays and social media.
- To assist customers, reach their full potential whether this can be improving literacy, their way of life, participating in cultural events, obtaining work or better paid work.
- To assist in delivering the Community Hub services in particular meeting and greeting residents, providing a floor walking service, booking appointments, checking forms, scanning and sending of documents, encouraging residents to use IT in their daily life’s.
- To be an ambassador for the Community Hub by delivering excellent customer services to all its users.
- To undertake functions such as keeping the public areas safe and tidy at all times, to report any property faults, to report any IT problems.
- To provide cover across the service depending on the need of the service.
- The post holder will be based at one or more specific service points and may be asked to work at another service point.
- Required to work evenings and weekends.
- This post involves direct work with the public in an open access setting, the post holder will need to display resilience to some demanding situations
- Required to take part in moderately demanding physical activity.
- This role involves wearing a name badge and Council ID badge with customer services lanyard, working in an open-plan environment.
- Flexible and adaptable to change to assist other services as required commensurate to grade.
- Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.
- Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
- Work collaboratively with colleagues, knowing when to seek help and advice.
- Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
- Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person
- Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
- Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
Essential Requirements Skills Required
- Able to work flexibly across different work locations and areas as appropriate.
- Able to show, support and encourage customers to use IT to access services for themselves
- Able to communicate with a wide range of people individually and in groups and at all appropriate levels
- Able to retrieve and deliver accurate information from a variety of sources.
- Able to help users retrieve information appropriate to their needs
- Able to deal positively with complaints/difficult situations
- Able to adapt to changes in workloads and to maintain effectiveness.
- Able to work without regular supervision
- Able to contribute ideas to the development of front line services
- Able to carry out all duties relating to issuing, shelving and presentation of library materials.
- Able to carry out clerical routines effectively and accurately.
- Able to demonstrate an interest in reading
- Able to contribute to the promotion of the library service.
- Able to floor walk to assist customers accessing front line services – accepting and checking forms, scanning and emailing documents
- Able to encourage and educate customers to self- serve options
- Able to adapt and integrate successfully with other services delivered from the Community Hub
- Able to learn new skills, adapt to incoming new services and review service offer in order to keep knowledge base up to date
- Able to answer basic enquiries e.g. Council tax enquiries, housing benefit enquiries
- To understand and operate relevant ICT Microsoft packages
Qualifications – Essential For Mobile CSA Role Only
- Full driving licence including category C1
- Driver CPC
Knowledge required
- Knowledge (understanding) of the way in which Community Hub services must be related to individual and community needs
Experience required
- Experience of working as part of a team
- Experience of using the internet
- Experience of a customer-related environment.
- Experience in the use of computer packages.
- Experience of working in a challenging environment and displaying resilience
Behavioural and other Characteristics required
- Committed to continuous improvement.
- Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development
- Able to effectively promote and market the service.
- Able to demonstrate an understanding of and a belief in the Council’s Community Hub Agenda
- Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
- Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
- Able to understand and observe Leeds City Council policies and procedures.
- Carry out all duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
- Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
- Flexible and adaptable to change to assist other services as required commensurate to grade.
- Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity of Leeds City Council.
- Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
- The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates. Knowledge required
- Knowledge of Community Hub procedures
Experience required
- Experience of involvement in events and activities for a wide range of people
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