Customer Service Assistant - Norwich, United Kingdom - Norfolk County Council

Norfolk County Council
Norfolk County Council
Verified Company
Norwich, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Permanent Contract | 37 hours per week | £21,575 to £21,968 per annum (Grade D) | Norwich
Norfolk County Council's Customer Service Centre (CSC) is the first point of contact for our customers.

Our Customer Service Centre is proud to hold the nationally recognised Customer Service Excellence Award. It is our aim to become the best performing council in the country for customer service. To achieve this, we are looking for highly motivated and process led individuals to join our expanding team.


If you've got a customer service or relevant retail background, then you'll know what makes for a great customer experience - excellent communication and a desire to resolve customer queries at the first point of contact.


We deal with a diverse set of services ranging from Adult Social Care to Highways to Registrars to Library Services.

We have over 20 skillsets (and growing) in our department. Over a period of time, you will receive full training to become a multiskilled agent.

The core working hours are Monday to Friday 8:55am to 5pm. This is currently a Hybrid Position with a mix of office based and remote working from home. We ask that you have in place good Broadband connectivity and can work privately.


If you thrive in a fast-paced, ever-changing work environment and are eager to expand your career horizons, this role is tailor-made for you.

By joining our team, you will have the chance to develop your skills while also contributing to the growth and development of the department.


We are looking for people who:

  • Have experience delivering excellent customer service.
  • Are comfortable engaging with a diverse network of people via telephone, including people who are vulnerable or at crisis point.
  • Can follow a defined process.
  • Have good attention to detail and excellent data entry skills.
  • Can use a variety of different systems while on the phone to the customer.
  • Have a service improvement mindset, wanting to make things better for our customers.
If you have answered yes to all the above, then we would love to hear from you.


We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people.

Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

**Job description and person specification

You can also find out about the rewards and benefits we offer as well as our other terms and conditions.

These are some benefits you can enjoy by working for Norfolk County Council:

  • Competitive salary
  • Generous holiday entitlement with the ability to buy and sell leave
  • Health and Wellbeing services including fasttrack physiotherapy and a free counselling service
  • Flexible working opportunities including flexitime, part time, remote and hybrid working dependent on your job role and business need.
  • Financial benefits such as:
- ' Norfolk Rewards' our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.

  • A Blue Light card for Fire Service and Social Care Workers
  • Relocation expenses paid upfront (where applicable)
  • An advance of your expenses if you travel for work
  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants' pensions.
  • A payment if you refer someone you know to a hard to fill job. Tax efficient ways of getting extra pension, new bikes and electric cars.

Closing date: 22 August 2023


We have miles of beautiful coastline and our unique Broads, thriving market towns and a city with a proud cultural heritage.

Our economy is growing and driven by innovation in a number of sectors, including energy and food. We also have ambitious plans for new housing and a building programme for schools across Norfolk.

Our county a great place to live, work and visit, and is an excellent environment for businesses to start, grow and innovate.

We are the main local authority for Norfolk providing services countywide to more than 850,000 Norfolk residents.

We take the lead in critical policy areas, working with 84 elected Members responsible for the strategic local government services in the county.


We provide a high quality service through involving people who use our services to shape and comment on them and by promoting efficiency and innovation.


We work in partnership with local businesses, voluntary organisations and other local authorities such as District and Parish Councils to provide the people of Norfolk with excellent services.

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