Customer Service Administrator
Full Time £35,631 - £39,412 / yearJob Overview
The Customer Services Administrator provides front-line customer service and administrative support within the Parish Office. The role is responsible for delivering a professional, efficient, and courteous service to members of the public, while supporting the Senior Customer Services Administrator, Team Leader, and Rates Officer in the effective delivery of Parish services.
The post holder acts as a first point of contact for routine enquiries and transactions, ensuring accurate processing, timely responses, and a positive customer experience. The role supports the smooth day-to-day operation of the Parish Office through reliable administrative support and adherence to established procedures and service standards.
This role is primarily office-based but requires flexibility to attend meetings, elections, and Parish events outside normal working hours when required.
Reporting Lines and Relationships
Reporting Lines and Relationships
Reports directly to the Team Leader and encouraged to work closely with the PA to the Connétable, Executive Officer, Honorary Police Secretary, Facilities, Infrastructure & Waste Managers, Finance and Customer Services staff.
Key Responsibilities
The Customer Service Administrator is responsible for the provision of efficient and effective services, specifically including:
1. Customer Service & Front Office Support
1. Customer Service & Front Office Support
- Act as a first point of contact for parishioners and stakeholders, providing a helpful and professional customer service
- Handle face-to-face, telephone, email, and written enquiries, resolving routine matters and referring complex issues to senior colleagues
- Provide clear and accurate information about Parish services, processes, and requirements
- Support the management of customer appointments, applications, and requests
- Maintain a positive customer experience in line with agreed service standards
2. Administrative Support
- Undertake general administrative duties including data entry, record keeping, filing, scanning, and correspondence
- Support the processing of applications, permits, bookings, and requests received by post, email, telephone, or in person
- Assist with fee collection processes, including taking payments, issuing receipts, and maintaining accurate records
- Support the maintenance of customer records and databases in line with data protection requirements.
3. Support to Senior Staff and Service Delivery
- Provide administrative and customer service support to the Senior Customer Services Administrator, Team Leader, and Rates Officer
- Assist with the preparation of documentation, reports, and correspondence
- Support the coordination of workloads and cover arrangements as directed
- Escalate issues, complaints, or risks appropriately in line with procedures
4. Compliance, Accuracy, and Governance
- Follow established procedures, policies, and legislative requirements relevant to customer services
- Support compliance across service areas such as rates, parking, licences, and electoral processes
- Maintain accurate records, checklists, and statutory deadlines as required
- Handle personal and sensitive information in accordance with data protection and confidentiality requirements
5. Elections, Events, and Parish Support
- Assist with the administration of elections, including support at polling stations when required
- Assist with the coordination and delivery of Parish and Parochial events, including:
OAP events
Branchage / VisiteLiberation celebrations
Other events as directed by the Connétable or Executive Officer - Support Parish activities during periods of increased operational demand, including adverse weather events
7. Risk Management, Improvement and Professional Standards
- Identify operational and service risks and report them to the Team Leader
- Contribute to continuous improvement of processes and customer experience
- Maintain personal professional development in line with appraisal outcomes
Any other reasonable duties as assigned by Team Leader or Executive Officer.
Parish-wide responsibilities
- Champion a customer-focused and service-led approach across all Parish activities
- Foster positive working relationships with elected members, Honorary Police, and external partners
- Act as a professional representative of the Parish within the community
- Engage proactively in Parish events and initiatives.
Skills, Knowledge and Expertise
Qualifications Required
- Educated to GCSE level or equivalent is essential
- Customer Service (qualification or experience)
- Safeguarding (Children and Adults)
Desired
- Public-sector or local-authority experience
Previous experience
- Experience in a Customer Service role
- Strong understanding of Parish administration and public-sector governance
- Ability to work with the team leader and teams, prioritise, and manage workloads
- Strong written and verbal communication skills
- Excellent organisational skills and attention to detail
- IT competence (Microsoft Office and financial systems)
- Ability to work under pressure and meet deadlines
- Positive, professional, and solution-focused approach
Special attributes
- Good interpersonal skills are required, as is the ability to communicate effectively across a broad cross-section of people. Patience, tact, and diplomacy are necessary when dealing with public members.
- Strong problem solving skills