About Company
Hiring.zycto empowers public sector organisations to deliver exceptional services. We connect talented individuals with roles where they can genuinely impact communities. Our mission is to foster supportive environments where growth and flexibility are paramount, ensuring our team members thrive while contributing to vital public services. We pride ourselves on our collaborative culture, commitment to professional development, and our unwavering dedication to the diverse communities we serve. Join us and discover a career that truly matters, where your skills directly translate into meaningful public benefit.
Job Description
Are you an empathetic, organised, and community-focused individual ready to make a tangible difference? Hiring.zycto is seeking a dedicated Public Sector Customer Service Assistant to join our vibrant team based in Chorlton-cum-Hardy, Manchester. This crucial role offers genuinely flexible hours, empowering you to maintain a healthy work-life balance while contributing significantly to vital public services within our community.
As a Public Sector Customer Service Assistant, you will serve as the essential first point of contact for members of the public, providing crucial information, guidance, and support across a diverse range of local government and public sector provisions. Your daily responsibilities will encompass handling inbound enquiries received through various channels, including telephone, email, and potentially in-person interactions. You’ll be tasked with expertly navigating these conversations, ensuring each interaction is characterised by professionalism, accuracy, and a commitment to achieving effective resolution. A key part of your role will involve meticulous documentation of all interactions, escalating more complex or sensitive issues to specialist teams, and rigorously adhering to established public sector policies, procedures, and stringent data protection regulations (GDPR).
This position demands a calm, patient, and resilient approach, as you will frequently be assisting individuals who may be experiencing distress, confusion, or require urgent assistance with critical public services such as housing, benefits, waste management, or social care signposting. Your exceptional ability to listen actively, demonstrate genuine empathy, and articulate clear, concise explanations will be absolutely paramount to your success and to the satisfaction of the public you serve. You will be instrumental in upholding the high standards of service excellence expected within the public sector, directly contributing to the efficient and compassionate functioning of local community support systems.
We are seeking a proactive individual who thrives in a fast-paced yet supportive environment, possesses the agility to adapt quickly to evolving priorities, and is dedicated to continuous professional development. While comprehensive training on specific public sector systems, guidelines, and procedures will be provided, a strong foundational knowledge of core customer service principles, excellent communication skills, and solid IT literacy are fundamental requirements. If you are passionate about applying your skills to a role that profoundly impacts people’s lives, offers valuable scheduling flexibility, and allows you to contribute directly to community well-being, we strongly encourage you to apply. Join Hiring.zycto and become a vital part of delivering outstanding public services to the diverse residents of Manchester.
Key Responsibilities
- Serve as the primary point of contact for public inquiries via phone, email, and in-person.
- Provide accurate, comprehensive information and guidance on a range of public sector services.
- Efficiently resolve customer issues and complaints, escalating complex cases as needed.
- Maintain meticulous records of all customer interactions and resolutions in accordance with data protection guidelines.
- Adhere strictly to public sector policies, procedures, and service standards.
- Collaborate effectively with internal teams to ensure seamless service delivery and information flow.
- Adapt to varying workloads and priorities, demonstrating flexibility and resilience.
- Participate in ongoing training and development to enhance knowledge of public services and systems.
Required Skills
- Excellent verbal and written communication skills.
- Demonstrated problem-solving abilities and a proactive approach.
- High level of empathy and patience, particularly when dealing with distressed individuals.
- Strong IT proficiency, including experience with CRM systems and standard office software.
- Exceptional organisational skills and attention to detail.
- Proven experience in a customer service environment (minimum 1 year).
- Ability to work effectively and independently within a flexible scheduling framework.
Preferred Qualifications
- Previous experience working within the public sector or local government.
- An NVQ Level 2 or 3 in Customer Service or a related field.
- Knowledge of local government services and community support structures in Manchester.
- Proficiency in additional languages relevant to the diverse communities of Manchester (e.g., Urdu, Punjabi, Polish, Mandarin).
Perks & Benefits
- Competitive salary with opportunities for growth.
- Flexible working hours to support work-life balance.
- Generous pension scheme.
- Comprehensive training and continuous professional development opportunities.
- Employee assistance program for health and well-being.
- Opportunities to make a genuine positive impact on the community.
- A supportive and collaborative team environment.
How to Apply
To apply for this rewarding position, please click on the application link below. Ensure your CV highlights your relevant customer service experience and your commitment to public service. We look forward to receiving your application.