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Customer Service Assistant

Starting from £19,440 per annum
Vacancy type
Job reference
Closing date:
24 August 2022 12:00

About us

North Hertfordshire is a large rural district with approximately 125,000 residents with four historic towns, Hitchin, Baldock, Royston and Letchworth Garden City. The Council has a clear vision: to make North Hertfordshire a district in which everyone who lives, works or visits is able to flourish.

An exciting opportunity has opened for a Customer Service Assistant to join our busy team. As a representative for North Herts Council, you will be working as part of the Customer Service team dealing with contacts from our customers with a wide range of queries. Our customers are at the heart of everything we do, so you will need to be a confident communicator who is customer focused and able to use your own initiative to help our customers reach the best solutions for them.

Your role

  • Our customer service professionals are the primary relationship with our internal and external customers; either by direct or virtual contact, ensuring customers receive a high-quality customer experience.
  • Handling customer enquiries by telephone, letter, social media, email and face to face and logging comments, compliments, and complaints.
  • You will be responsible for resolving as many customer enquiries as possible at the point of enquiry, about a variety of different Council services such as Council Tax, housing, waste, and environmental health, amongst others. The role also involves some administrative tasks.
  • You will need to promote the best image of the company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures whilst maintaining the highest level of personal conduct.

Interviews to be held on 7 & 8 September.

If you are selected to attend for interview we will let you know approximately 5 working days before the interview date. In the event of you not hearing by this date, please assume that on this occasion your application has been unsuccessful.

About you

  • Customer focussed.
  • Rigorous with a strong attention to detail.
  • Able to adapt your speech/voice tone to each situation.
  • Able to remain calm under pressure with a high level of resilience.
  • Proactive/reactive, reassuring and understanding.
  • Able to advise/coach customers.
  • Agile and able to embrace constant change with adaptability.
  • You will need to have good computer skills and be able to communicate effectively whilst taking accurate and appropriate details on computer systems and navigating computer-based information to resolve enquiries accurately and efficiently.
  • Experience in providing customer service solutions across a range of different customers with confidence.
  • The ability to multitask, set priorities and manage time effectively.
  • Effective, clear, and professional written and verbal communication.
  • Ability to analyse a situation, identify a solution and take a decision

Your rewards

-Local Government Pension Scheme (18% employer contribution)
- Generous annual leave, including Christmas close down period
- Occupational sick pay
- Free car parking
- Discounts, including 50% off gym membership

We are dedicated to promoting a healthy work/life balance and ensuring all members of our team feel that they are making a difference to the local community and are valued by our organisation.

How to apply

To apply for this position, you must complete the Council's online application form at under the Jobs and Careers page using our secure web recruitment tool.  Please note that we do not accept CV applications, either on their own or accompanying application forms. Therefore, please ensure that all relevant information is provided on the application form.

As a Council committed to equality and diversity, we welcome applications from all sections of the community. Disabled people who meet the person specification will be guaranteed an interview.

To apply, please follow the link below to our online recruitment service:

Guidance on completing the application form

Your completed application form will be vital during the recruitment process, both for shortlisting and at interview. Therefore please ensure that you complete the form clearly, accurately and in full.

Please read the advertisement, job description, person specification and additional information carefully before completing the application form.

When completing the application form you should target your skills and experience towards the criteria listed in the person specification and provide examples to demonstrate how you are able to meet each criteria.

As part of the application form we ask for Monitoring Information. Please remember to complete this section as it is essential in enabling the Council to monitor the effectiveness of our Equality and Diversity policy. Please note that this information is not passed on to the Recruiting Manager during the application process (it is retained in Human Resources for monitoring purposes) to ensure that each application is shortlisted based solely on information relating to the post.

If you are selected to attend for interview we will let you know approximately 5 working days before the interview date. In the event of you not hearing by this date, please assume that on this occasion your application has been unsuccessful.

Job description

Person specification

Information about the job