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Would you like to be part of something bigger and join us in our ambition to become the Best City, working together as a Team for Leeds. Do your values match ours and do you have something to offer?

Leeds City Council delivers over 500 different services to residents and is dedicated to bringing the benefits of a prosperous, vibrant and attractive city to the people of Leeds. This is a fantastic time to join us.

Benefits of working with us:

We pride ourselves on offering the best employee experience, with a genuine commitment to keeping our colleagues safe and well at work. You can expect great benefits whilst working for us including:

• a competitive pay progression structure including generous employer pension contributions
• flexible career paths with tailored personal and professional development
• support for you, your home and your family including personal, and financial support
• hybrid working arrangements (subject to needs of the role) and a flexitime system

For more information about our benefits please see the benefits section of our jobs page.

Introduction to the role of the team

We are recruiting roles for the Customer Service Team that deliver frontline/face to face services within the Community Hubs including; Library Service, Customer Services and Job shops. They also support, encourage and assist residents to access services for themselves via self-serve and for both Library and Community Hubs services.

The Customer Service Assistant role is a frontline role at the heart of an exciting initiative that aims to provide easier access to council services, help reduce financial hardship and improve the quality of life of citizens and communities. You will be required to effectively deliver Community Hub services including meeting and greeting of residents, booking appointments, checking forms and the scanning and sending of documents, whilst providing an effective customer focussed Library service which includes the delivery of weekly events such as Story time and Rhyme time. You will participate in children and adult activities and promote the service via displays, and social media. A key role will be to encourage residents to use IT in their daily life’s, supporting the city-wide digital inclusion projects and increase the customer access to IT within Community Hubs.

In addition to above we are also looking for a Mobile Customer Service Assistant which will involve travelling to various locations across the city, performing the same duties as above but working from the Library Bus. This role is also full time and will include working Saturday’s. Essential Qualifications for this role only, are Full driving licence including category C1 & Driver CPC.

The Customer Service Officer role is an excellent opportunity for an enthusiastic member of staff with experience of delivering a range of council enquiries. You will help deliver our core business in relation to welfare reform, housing, social care, council tax billing. Be able to demonstrate the ability to work closely and intensively with individual customers to achieve beneficial outcomes. You will have experience of taking ownership of customer enquiries, and to resolve complex and sensitive enquiries without assistance. The ability to offer mediated assistance to customers and to support the city-wide digital inclusion agenda within the Community Hubs is essential.

For all roles you will have excellent communication skills and be a team player. You will be motivated and a critical thinker with the ability to understand the needs of your customers.

What you will bring to the role

CSA

• You will be able to work flexibly across different work locations and areas as appropriate.
• You will be able to show, support and encourage customers to use IT to access services for themselves
• You will be able to communicate with a wide range of people individually and in groups and at all appropriate levels

CSO

• You will be able to take ownership of customer enquiries, to resolve basic enquiries and to refer customers to the correct contact point in more complex cases.
• You will have the ability to work in partnership with other departments and agencies to maintain and improve service delivery.
• You will have the ability to demonstrate the work of the One Stop Centre to visitors and new starters.

Roles will be offered based on experience and performance throughout the recruitment process. Successful candidates will be offered either a B3 or a C1 post however we do ask that you indicate on your application form which of the job roles you specifically wish to apply for.

Leeds City Council is a compassionate employer who is proud to offer the best employee experience. Our employee benefits aim to look after your health and wellbeing, your workplace and your finances. Our shared Values and behaviours help everyone to be their best.

You can read more in the following link Leeds City Council Values and Behaviours.

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is an Inclusive employer, ranked 70 on the Stonewall top 100 employers 2023 list. We are also an Age friendly employer, a Mindful employer and a Disability Confident leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Customer Services Assistant – Job Description

Job Purpose

To assist in the delivery of Community Hubs throughout the City. To deliver frontline services within the Community Hubs including library service, Customer Services and Job shops

Responsibilities

• To support, encourage and assist residents to access services for themselves via self-serve and for both Library and Community Hubs services. To think digital first in all ways to deliver a service.
• To provide an effective customer focussed Library service which includes delivering on events such as Story time and Rhyme time. To participate in other children and adult activities and promote the service via displays and social media.
• To assist customers, reach their full potential whether this can be improving literacy, their way of life, participating in cultural events, obtaining work or better paid work.
• To assist in delivering the Community Hub services in particular meeting and greeting residents, providing a floor walking service, booking appointments, checking forms, scanning and sending of documents, encouraging residents to use IT in their daily life’s.
• To be an ambassador for the Community Hub by delivering excellent customer services to all its users.
• To undertake functions such as keeping the public areas safe and tidy at all times, to report any property faults, to report any IT problems.
• To provide cover across the service depending on the need of the service.
• The post holder will be based at one or more specific service points and may be asked to work at another service point.
• Required to work evenings and weekends.
• This post involves direct work with the public in an open access setting, the post holder will need to display resilience to some demanding situations.
• Required to take part in moderately demanding physical activity.
• This role involves wearing a name badge and Council ID badge with customer services lanyard, working in an open-plan environment.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
• The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Personal Specification

Method of assessment will be through one or more of the following application form, test, interview, and certificate.

Essential requirements

It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Skills required

• Able to work flexibly across different work locations and areas as appropriate.
• Able to show, support and encourage customers to use IT to access services for themselves
• Able to communicate with a wide range of people individually and in groups and at all appropriate levels
• Able to retrieve and deliver accurate information from a variety of sources.
• Able to help users retrieve information appropriate to their needs
• Able to deal positively with complaints/difficult situations
• Able to adapt to changes in workloads and to maintain effectiveness.
• Able to work without regular supervision
• Able to contribute ideas to the development of front line services
• Able to carry out all duties relating to issuing, shelving and presentation of library materials.
• Able to carry out clerical routines effectively and accurately.
• Able to demonstrate an interest in reading
• Able to contribute to the promotion of the library service.
• Able to floor walk to assist customers accessing front line services – accepting and checking forms, scanning and emailing documents
• Able to encourage and educate customers to self- serve options
• Able to adapt and integrate successfully with other services delivered from the Community Hub
• Able to learn new skills, adapt to incoming new services and review service offer in order to keep knowledge base up to date
• Able to answer basic enquiries e.g., Council tax enquiries, housing benefit enquiries
• To understand and operate relevant ICT Microsoft packages

Qualifications – essential for Mobile CSA role only

• Full driving licence including category C1
• Driver CPC

Knowledge required

• Knowledge (understanding) of the way in which Community Hub services must be related to individual and community needs

Experience required

• Experience of working as part of a team
• Experience of using the internet
• Experience of a customer-related environment.
• Experience in the use of computer packages.
• Experience of working in a challenging environment and displaying resilience

Behavioural and other Characteristics required

• Committed to continuous improvement.
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development
• Understand and embrace our values, behaviours and codes of conduct.
• Able to effectively promote and market the service.
• Able to demonstrate an understanding of and a belief in the Council’s Community Hub agenda

Desirable requirements

It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the desirable requirements however these may be used to distinguish between acceptable candidates.

Knowledge required

• Knowledge of Community Hub procedures

Experience Required

• Experience of involvement in events and activities for a wide range of people

Customer Service Officer – Job Description

Job purpose

• To provide a Customer Services function at the Council’s One Stop Centres
• To ensure that a responsive, professional, and caring service is provided to all customers at all times.
• To deal with and resolve most enquiries on a drop in or appointment basis, in a booth or in a meet and greet (floor walking) environment.
• To take ownership and resolve complex enquiries without assistance as required.

Responsibilities

• To provide a welcoming customer service function and to maintain a polite and professional manner at all times.
• To meet and greet customers in the public area and direct them to the most appropriate access channel/service to resolve their enquiry.
• To work at a variety of enquiry positions which can be both seated or standing.
• To take ownership of customer enquiries and to resolve routine and complex enquiries for council services on a drop in or appointment basis.
• To deal with non-Council enquiries within agreed guidelines.
• To provide a service at any of the Council’s One Stop Centres, as appropriate, according to a weekly rota. To be prepared to change location as necessary throughout the working week, according to the needs of the service.
• To be aware of Council services and related community services and to advise or direct customer enquiries appropriately.
• To be aware of and liaise with supervisors/managers about customer numbers and waiting times.
• To assist customers in use of an appointment, queue management and other self-service systems.
• To keep leaflet racks, displays and relevant displays up to date and tidy, as directed by supervisors.
• To undertake and complete administrative duties as required.
• To assist management by demonstrating one stop centre functions during official visits
• To be able to recognise and act sensitively in cases of potential risk or high priority.
• To be aware of and adhere to the principles of service standards in all aspects of customer contact and to consistently strive to achieve good customer satisfaction.
• To keep up to date with relevant service developments.
• To contribute actively to the development and promotion of customer services.
• To ensure effective and efficient input into recording systems and to assist in the development and promotion of new and existing Information Technology systems.
• To work flexibly to meet the needs of customers and the ongoing development of the service.
• To be prepared to provide cover at other one stop centres according to the needs of the service.
• To maintain a polite and professional manner if difficult or abusive situations arise.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
• The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Personal Specification

Method of assessment will be through one or more of the following application form, test, interview, and certificate.

Essential requirements

It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Skills required

• Able to work flexibly across different work locations and areas as appropriate.
• Totally committed to customer care and meeting the needs of the customer.
• Ability to learn a variety of new IT packages and skills
• Ability to deal efficiently, effectively, and confidently with a wide range of enquiries within given timescales.
• Ability to work to customer care standards.
• To maintain complete confidentiality and to comply with Data Protection and all other relevant legislation.
• To be able to communicate clearly and concisely both verbally and in writing with customers and internal & external partners/organisations.
• Ability to communicate effectively with a wide variety of people in a polite and tactful manner.
• Ability to take ownership of customer enquiries, to resolve basic enquiries and to refer customers to the correct contact point in more complex cases.
• Ability to take full ownership and resolve enquiries without assistance when needed.
• Ability to work in partnership with other departments and agencies to maintain and improve service delivery.
• Ability to demonstrate the work of the One Stop Centre to visitors and new starters.
• Good negotiating and trouble shooting skills.
• Good literacy and numeracy skills.

Knowledge required

• An awareness of local government issues.
• To be computer literate.

Behavioural and other Characteristics required

• Committed to continuous improvement.
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development
• Understand and embrace our values, behaviours and codes of conduct.
• To be able to demonstrate good organisational skills.
• Willing to be adaptable and flexible to meet the needs of the business.
• To be reliable and punctual
• To support and advise new and existing staff, including training, coaching and mentoring duties as appropriate.
• Being willing and able to work at different locations as and when required.

Desirable requirements

It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the desirable requirements however these may be used to distinguish between acceptable candidates.

Experience required

• Experience in dealing with members of the public in a face to face environment is desirable but not essential
• Experience of using a Customer Relationship Management system (e.g. Siebel) is desirable but not essential.

Knowledge required

• Customer Services NVQ Level 2/3