Customer Service Assistant, Swadlincote, Derbyshire, Salary £15,000 – £19,125

To provide information, advice and handle payments for a range of services using and updating computerised systems and delivering exceptional customer care

Northgate Public Services is one of the fastest growing public service businesses in the UK. It uses strategy, innovation, information and technology to promote high-performing public services, management and governance in the UK.

We work together with our clients in trusted partnerships to deliver better public services that seek to improve the skills and capabilities of employees, fully engage the public and thereby add to public value. It is the depth and breadth of the knowledge and the work of Northgate Public Services employees that places it in a distinct position. Northgate Public Services partners with the public, private and not-for-profit sectors. In the UK we work with 95% of Local Authorities, every police force and a large number of health organisations, housing associations, utilities and transport companies.

Northgate Public Services supports corporate and service transformation through sustainable performance partnerships. Its services embrace local government, environment and planning, energy efficiency, public safety and enforcement, health and social care, housing, financial management and transport.

Main Responsibilities:

To work flexibly between the call handling centre, central reception and any other areas as required

• To provide advice and information on the full range of Local Authority services, resulting in an effective first point of contact for service users
• Process and update customer data using computerised technology
• Take payments via face to face, telephone and other electronic transactions
• To help members of the public to complete forms, including application forms, enquiry forms, direct debit mandates etc
• Be responsible for handling complex queries across a broad range of services which may involve the application of law and policy

Required Knowledge and Experience

Evidence of practical experience in working within a customer focused environment with an ability to deal with customers in a calm and effective manner

Use of computerised applications and keyboard skills

Appreciation of the importance of data protection and security

Able to plan and prioritise work effectively

Capable of working effectively under pressure

Able to maintain confidentiality

Self motivated

Able to work effectively on own initiative or as part of a team

Good communication skills

Good numeracy skills

Attention to detail and ability to produce accurate work to a high quality standard

Ability to work to targets and deadlines

Ability to learn and apply complex legislation and procedures

Desired Knowledge and Experience

An understanding of local government processes, particularly relating to revenues and benefits

• Experience of working within a customer service environment dealing with customers across a full range of channels including telephone, face to face and email
• Knowledge of the housing benefit/council tax benefit legislation and appreciation of other welfare benefits
• 5 GCSE’s at grade A to C (or equivalent) including English and Mathematics

Security Clearance / CRB Clearance

Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be requested at interview.