Customer Services Support Assistant

As a Customer Services Support Assistant, you'll be hard working, committed and enthusiastic thriving on working as a team to deliver an Interpreting service service that meets the needs on citizens of Leeds., As our next Customer Services Support Assistant, you will be co-ordinating requests for interpreting and translations for both Leeds City Council and external organisation clients. Attention to details is vital to ensure requests are processed effectively. The role involves dealing with queries via email and telephone, processing requests on our database, liaising with clients and supplier and processing financial payments. The service is a fast-paced environment and therefore you should show self-resilience in being able to work in a demanding service. You will be office based whilst training then hybrid working with a combination of working in the office and homeworking. The contracted hours are 22 per week working Monday - Thursday 10am - 2.30pm and Friday 10am - 2pm Weekend working is not included. The role is integral to the Interpreting and Translation Team to ensure the citizens of Leeds have access to Council and other public facing services.,

• To provide a Customer Service function for the Interpreting and Translation Team
• To process and co-ordinate requests for interpreters and translators.
• To deliver all routine tasks involved in the day to day operation of the service.
• To deal with and resolve enquiries without assistance, .
• To ensure that a responsive, professional, and caring service is provided to all customers at all times., Take part in the delivery of all routine tasks involved in the day to day operation of the service.
• Ensure that a responsive, professional and caring service is provided to all customers at all times.
• Support, encourage and assist assistants and interpreters/translators to access services via the self-serve Interpreting and Translation database.
• To action emails, telephone calls and voicemail.
• To ring suppliers to confirm job bookings
• To approve supplier Invoices within deadline dates.
• Checking and adding New User accounts on the Interpreting and Translation database..
• To run reports from the Interpreting and Translation database to assist delivery of the service.
• Prioritise workload whilst multi-tasking and meet deadlines.
• Investigate and resolve queries.
• To assist with the production of training packs, leaflets and publicity material.
• Take minutes of team meetings.
• Work as part of a team, support and assist colleagues, attend regular team meetings and training courses as required.
• To have clear and effective communication within the team and with clients and suppliers
• 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., Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
• 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.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
  
  As a Customer Services Support Assistant, you will bring to the role:
• Excellent organisational skills.
• Able to analyse information effectively.
• Able to prioritise tasks in a face paced, changing environment through frequent interruptions, and changing deadlines.
• Able to communicate effectively with a wide range of people, face to face, over the telephone and in writing in a clear and concise manner.
• Able and willing to work flexibly to meet the needs of the service., Demonstrating numeracy and literacy, To be interested in and committed to customer care and meeting the needs of the customer
• Able to work on own initiative, without supervision, and to show self-reliance and foresight. Able to prioritise tasks in a fast paced, changing environment through frequent interruptions, and changing deadlines.
• To have good literacy and numeracy skills
• To have excellent organisational skills
• Able to input data quickly and accurately.
• Able to analyse information effectively.
• Able to file documents accurately.
• Able to respect confidentiality.
• Able to work to customer care standards.
• Able to prioritise tasks in a fast paced, changing environment through frequent interruptions and changing deadlines.
• Demonstrate ability to provide explanation and/or options to resolve difficult or confrontational situations.
• Able to work effectively as part of a team and own initiative in order to achieve common goals.
• Able to communicate effectively with a wide range of people, either face to face, over the telephone or in writing in a clear and concise way explaining issues, policies and procedure pertinent to the service.
• Able to develop productive working relationships with team colleagues, other Council departments and agencies.
• Able to learn new IT packages and skills.
• Able and willing to work flexibly to meet the needs of the service.
• Commitment to continually improving customer satisfaction.
• Demonstrates openness to new organisational structures, procedures and technology.
• Understand and willing to take on co-workers tasks when required.
• Understand and accepts other points of view and recognises the value of different approaches.
• Experience of using a variety of computer packages including databases, Excel and Word
• Experience of maintaining a filing system
• Excellent organisational skills, Knowledge of interpreting and translation work
• Experience of using the FMS system to raise orders is desirable but not essential.
• Experience of using Civica Financials is desirable but not essential
  
  Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
  
  a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further