Job Introduction
Do you thrive on delivering excellent customer service and making a real difference every day?
Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve?
Then read on to learn more about our exciting role on offer!
You will join our vibrant, welcoming and supportive Reception and Post Room team within the Customer Services who are proud of the high level of service we provide for our customers.
We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate.
We aim to meet customer needs by giving consistent information, advice and support at their convenience.
- Our customer model is built on the following principles:
- A service that offers ease of access and intuitive navigation
- Consistent and high-quality contact management
- A service driven by customer insight and demand analysis
- A service that is delivered through appropriate delivery channels
- A service which has resilience and scale
- A service that is efficiently delivered
Main Responsibility
As the first point of contact for customers visiting council buildings, you will provide a professional, friendly and welcoming reception service, ensuring customers feel supported and listened to from the moment they arrive.
You will also be responsible for:
- Greeting customers in person in a polite, calm and approachable manner
- Listening carefully to customer enquiries and understanding the reason for their visit
- Asking relevant questions to identify customer needs and directing them to the correct service or colleague
- Providing accurate information where appropriate and escalating enquiries when required
- Managing a busy reception environment, including dealing with multiple customers appropriately and sensitively
- Maintaining customer confidentiality and handling information securely at all times
- Using your own judgement within agreed procedures and knowing when to seek support
- Working effectively with colleagues to maintain smooth reception cover throughout the day
- Developing and maintaining a good working knowledge of relevant services, procedures and policies
The Ideal Candidate
This role is office‑based and involves working on reception within council buildings, greeting and supporting customers in person.
We’re looking for someone who:
- Has experience in a customer‑facing role such as reception, front‑of‑house or public service
- Is confident, friendly and professional when welcoming members of the public
- Is passionate about delivering excellent customer service
- Can listen carefully, show empathy and respond appropriately to enquiries or concerns
- Uses judgement to resolve issues where possible and knows when to escalate
- Remains calm, organised and reliable in a busy reception environment
- Works well as part of a team and is willing to contribute ideas to improve services
You will receive comprehensive training based at our Stafford office, along with ongoing support and development to help you succeed in the role.
Please apply as soon as possible as the advert may close earlier than advertised if a high volume of applications are received.
We’re happy to talk flexible working.
For an informal chat about this role, please email Charlotte Pinks, Team Leader at charlotte.pinks@staffordshire.gov.uk
Interviews will be held on Tuesday May 12th
About Staffordshire County Council
We are no ordinary county council:
Our Values:
The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.
Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:
We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.
We look forward and race ahead - that goes for your career too.
Our benefits:
We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.
In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire
Our recruitment process:
As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.
Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities
As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.
Attached documents
