Customer Service Assistant

Ormskirk, United Kingdom | Posted on 25/09/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries.

These sector‑specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre‑screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

Job Purpose

To provide an efficient, professional and customer‑focused front‑line service to customers of the Council, acting as the first point of contact for enquiries across a range of Council services.

The postholder will deliver high‑quality customer service through face‑to‑face, telephone and electronic channels, ensuring customer enquiries are accurately assessed, resolved at the first point of contact where possible, or appropriately referred to the relevant service area.

The role requires a proactive and customer‑centred approach, supporting residents, visitors, colleagues and stakeholders while promoting excellent service standards and ensuring a positive customer experience at all times.

• Act as the first point of contact for customers accessing Council services.
• Respond professionally and efficiently to face‑to‑face, telephone and electronically received enquiries.
• Deliver customer services from the Contact Centre and Customer Service Points.
• Identify customer needs and determine the appropriate service response.
• Resolve customer enquiries at the first point of contact wherever possible.
• Accurately record customer enquiries, requests and service information using Council systems.
• Provide information, advice and guidance on Council services, policies and procedures.
• Signpost customers to appropriate internal departments, partner organisations or external agencies where required.
• Liaise with managers, service teams and colleagues to ensure enquiries are resolved effectively and within agreed timescales.
• Act as an advocate for customers by identifying issues, interpreting customer concerns and helping to achieve appropriate solutions.
• Support customers in accessing Council services through various communication channels.
• Assist customers with forms, applications, service requests and general enquiries.
• Maintain accurate records and ensure data is handled in accordance with GDPR and information governance requirements.
• Support visitors, customers and colleagues with professionalism, courtesy and respect.
• Develop and maintain knowledge of Council services and processes.
• Work collaboratively with colleagues to ensure consistent service delivery across…