Introduction
Customer service assistants are often the first port of
call for people contacting the council with enquiries and
complaints or visiting a particular department. The aim is to
make sure that customers receive the information and help they need
and that they are able to access the service they need
easily. There are customer service roles in most outward
facing services of a local council. Customer Service Assistants can
provide reception support, greeting, advising, guiding and
directing service users to the service they need.
Work Environment
The role of customer service assistant can be based in
any number of council establishments, inside or outside-office
buildings, community facilities, call centres, community housing
offices, libraries, museums, parks, visitor centres are just a few
examples. You may be required to wear a uniform to identify
you as a member of staff and part of the customer services
team. You may work shifts, which could include weekends and
public holidays.
Daily Activities
Customer service assistants could be involved in a great
many different roles: interfacing with the public as they access a
service, answering questions, taking bookings or payments, dealing
with routine administration, enquiries, complaints or housekeeping.
Duties will vary greatly depending upon the role and the
service in which it sits.
Skills & Interests
Customer service assistants need:
- to be able to communicate well with different people;
- to be patient and attentive, listening to customers and dealing
with them politely;
- to be calm and able to resolve potentially difficult situations
and complaints;
- to enjoy helping people;
- an interest in the relevant area of work.
Entry Requirements
There are no set entry requirements, although depending
on the role there may be requirements relating to the specific
service. Once employed, you can work towards NVQ/SVQs at
levels 2 and 3 in Customer Service. Apprenticeships and
Advanced Apprenticeships may also be available.
Future Prospects & Opportunities
There are opportunities forpromotion within a customer
service setting, perhaps working within a contact centre and then
moving to supervisory and management roles. There may also be
opportunities to move into administrative and business support
roles.
Further Information & Services
Apprenticeship information www.apprenticeships.org.uk
Call Centre Management Association www.ccma.org.uk/
E-skills www.e-skills.com
Instituteof Customer Service www.instituteofcustomerservice.com
You may find further information about this area of work through
Careers Wales (www.careerswales.com/) or in your
local library, careers officeor school careers library.