Customer Information Assistant

Company Description

Job Advertisement

Closing Date: 12/11/2026

Conwy is committed to safeguarding. Qualifications and references will be verified.

Welsh Language Skills: the ability to communicate in Welsh is essential for this post. We welcome applications in both Welsh and English, and application forms received in either language will not be treated less favourably than each other. We’re passionate about supporting and encouraging you to use your Cymraeg whatever your level, and offer free classes at all levels, in-person and online.

For an informal discussion about the role, contact Samantha Mearns, Team Leader: Information, on 01492 575138 or [email protected].

We are a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you evidence that you meet the essential criteria of the job (requirements marked ‘E’ on the Person Specification).

About the role

Are you passionate about delivering excellent customer service? Do you have strong communication skills and a friendly, professional approach? If so, we’d love you to join our busy team at Conwy County Borough Council. This is a full time, permanent post, 37 hours per week (Grade G03), based at Coed Pella, Colwyn Bay, within the Culture, Libraries and Information service.

As a Customer Information Assistant, you’ll be the first point of contact for residents and visitors accessing council services by telephone and in person. Working in our modern offices at Coed Pella, you’ll handle a high volume of enquiries, providing accurate information and resolving queries at the first point of contact wherever possible.

Main Duties

• Be the first point of contact for all visitors to the Council’s main office, Coed Pella, welcoming each visitor or contractor, following appropriate signing-in procedures (manual or electronic), issuing visitor passes when required and informing the appropriate service / meeting organiser of the visitor’s arrival
• Handle a high volume of in-person enquiries and phone calls for CCBC services
• Make decisions on a daily basis to inform customers about council support and assistance available, working within established guidelines prepared by individual services such as the Council’s Knowledge Hub, and ensure these resources are kept up to date
• Manage enquiries efficiently and sensitively by providing an accurate information and assistance service to enable enquiry resolution at first point of contact, either in person, by telephone or remotely, encouraging customers to use a range of online services and providing support with the self-service computers if required
• Assist with health & safety tasks as directed and maintain reception areas to an excellent standard, ensuring that any publications displayed are appropriate, well stocked and up to date, and reporting any issues of concern in a timely manner
• Maintain and promote a positive image of the authority with all contacts
• Ensure that deliveries left at the reception area are checked and recorded, and that the Post Room or relevant service is notified
• Notify Facilities Management of any maintenance issues or safety concerns in Reception or the public-facing areas of the building
• Refer enquiries to services as detailed in the Service Level Agreement
• Update appropriate IT systems to record and maintain an electronic record of customer details and their service requests, directing enquiries to relevant officers, including Housing and Regulatory duty officers and social workers, and ensuring that confidentiality is maintained at all times
• Ensure Data Protection and other legislative obligations are properly adhered to, particularly maintaining confidentiality of information held
• Assist the Blue Badge team by answering enquiries in person or by phone, assisting applicants and existing Blue Badge holders and processing payments as necessary
• Take part in any administrative work necessary to achieve a good customer service, including ensuring that the customer compliment and complaint procedures are properly followed
• Work as a team to provide cover and support so that service delivery is maintained at all times, adapting to new challenges or needs of customers and services
• Undertake training as required, and provide peer support and mentoring for new staff
• Manage the visitor booking system and coordinate with services for public room booking requirements

What we’re looking for

A good standard of education (NVQ Level 2 or equivalent), excellent ICT skills and confidence using Microsoft Office, and strong listening and communication skills, with the ability to empathise and resolve issues. Welsh language skills (Level 3 speaking) are essential for this role.

Why apply?

• Be part of a supportive team committed to providing high-quality services to the community
• Training and development opportunities
• A positive working environment
• The chance to make a real difference every day
• Free Welsh classes at all levels, in-person and online

Essential

• A good level of general education, including a minimum of 5 GCSEs at Grade C or above (or equivalent)
• NVQ2 in Customer Care or Information Services (or equivalent), or willingness to gain the qualification within 18 months of appointment if not already achieved
• Experience of working in a customer centred information service or reception area
• Excellent ICT skills in Microsoft Office applications
• Ability to use a telephony system
• Ability to undertake administrative tasks competently and accurately
• Ability to work as part of a team, and on own initiative as the job also includes working unsupervised
• Ability to communicate with people effectively at different levels using all access channels, including children and vulnerable adults
• Ability to handle difficult conversations and resolve conflict effectively
• Ability to act within the current legislation and policies drawn up by Conwy CBC
• Ability to prioritise time and customer demands
• Ability to take responsibility for receipting of money for replacement and organisational Blue Badges
• The ability to communicate in English
• The ability to communicate in Welsh at Level 3 for speaking
• Enthusiasm, commitment and drive, with a flexible and adaptable approach to work issues and changes within a framework of continuous quality improvement
• Excellent communication, listening and team working skills, with the ability to relate effectively and politely to service users and colleagues in a busy environment
• An understanding of the need for empathy, sensitivity and confidentiality, with a commitment to maintaining high standards of work
• Smart and presentable appearance with a courteous, friendly and positive attitude
• Means of travelling for work purposes and willingness to be flexible to cover different sites according to need

Desirable

• Knowledge / understanding of a range of council services