What's involved with this role: Temporary Customer Services Assistant/ Amin x2 Reference no: Durham 5141111325576 Pay Rate: £11.78 per hour PAYE 35-37 Monday to Friday, normal working hours This opening assignment is for 2-3 months City: DURHAM Provide a first point of contact for all customers, service users and stakeholders’ access to public services by all access channels, dealing with customer enquiries on all aspects of business within the remit of Customer Services and partnership services. Key Responsibilities Provide accurate information on all Council and partner services on both routine and complex issues. Assist the Customer Services Officers and Team Coaches in the day-to-day provision of the front line service through face to face, telephone, self-service and e-based contacts. Deal effectively with customers service requests, answering queries, giving advice covering the full range of Council and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable). Support the capture of corporate complaints, comments, compliments and suggestions from customers using the Council’s Customer Relationship Management system and following the relevant adopted policies and procedures. The collection and validation of information to assist Customer Services Officers in a quick and accurate service provision including the prevention and detection of benefit fraud. Represent the customers best interests in seeking expert or specialist advice from services inside and outside the Council. Maintain up-to-date records and knowledge of the Councils Policies and Procedures required to provide the effective processing of service requests, enquiries and complaints. Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion. Assist customers in locating Council information stored in computerised and manual formats including the processing of payments as required. Awareness of Risk Management and the impact of the Councils Risk Policy has on the post holder. NB: Please feel free to apply to us direct via jobstclrec.com by quoting the job reference and job title exactly. To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity. Due to the number of CVs being sent to us under current market conditions, we cannot, unfortunately, respond to all applications. If, therefore, you have not heard from us within 3 days please make a working assumption that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for. Other “Essential Requirements” – Please check to ensure that your CV addresses the following items: Qualifications: 4 GCSE’s (A-C) or equivalent Experience: Experience of dealing with the public through a range of contact channels Skills & Abilities: Administrative skills and ability to process numerical data Ability to work on own initiative and under pressure Ability to communicate clearly and deal with enquiries with diplomacy and sensitivity both verbally and in writing with a wide range of people PC Literate The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post ALD Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please