Customer service assistants are in the front line – they are often the first port of call for people contacting the council with enquiries and complaints or visiting a particular department. The aim is to make sure that customers are happy, that they receive the information and help they need and that they will tell their friends about the good service offered by the council.

Customer service assistants can be found in many areas of a local council. Within a social services department customer service assistants might be involved in providing reception support and advice to visitors. Working in a council’s one-stop shop, customer service assistants might help provide guidance on council and other local services. However, this profile particularly explores the variety of roles for customer service assistants within leisure services.

Work Environment

The job is mainly office based, sometimes within call centres, or specific council departments. However, in a parks and countryside setting, or outdoor museum, customer service assistants may also be out in the open air dealing with visitors.

You may be required to wear a uniform or some clothing with a badge/logo, to indicate that you are a member of staff and part of the customer services team.

You may work shifts, which could include weekends and public holidays.

Daily Activities

Customer service assistants could be involved in a great many different roles: interfacing with the public at an art gallery or museum; working at a visitor attraction at a country park; dealing with customers at a sports and leisure centre; helping borrowers and information-seekers at a library.

In many settings, from a theatre to a leisure centre, the work could range from taking bookings to answering questions, dealing with routine administration (much of it computerised), ensuring that the place is clean and tidy, re-stocking shelves and cashing up the till at the end of the day.

Daily activities vary according to the area you are working in. In a leisure centre, for instance, a customer service assistant might advise customers about the facilities on offer and explain times of classes or entertainments. Alternatively, a customer service assistant could be based in the facility’s shop, restaurant, bar or cafeteria, serving customers, carrying out basic cleaning duties, or re-stocking of drinks machines.

In a museum or gallery, or out in the countryside, a customer service assistant will answer queries and get involved in seasonal activities with the public or educational visits from schools, perhaps helping to plan an itinerary or erect a display and demonstrating working exhibits. Serving in the shop or selling tickets may also be a part of the job.

Skills & Interests

Customer service assistants need:

• an outgoing, sunny personality,
• to be able to communicate well with different people,
• to be patient and attentive, listening to customers and dealing with them politely,
• to be calm and able to resolve potentially difficult situations and complaints,
• to enjoy helping people,
• an interest in the relevant area of work e.g. sports and leisure, museums and galleries etc.

Entry Requirements

There are no set entry requirements, although you may require GCSEs/S grades in English and maths. Personality and attitude are likely to be far more important, together with a neat and clean appearance.

Once employed, you can work towards NVQ/SVQs at levels 2 and 3 in Customer Service. Apprenticeships and Advanced Apprenticeships may also be available.

Estimated salary range

£13,100 - £22,700 per year.

Please note that salary information is a guide only and there may be local agreements in place. For further information about salaries for particular positions, please contact your local council directly.

Future prospects & opportunities

There are opportunities for promotion within a customer service setting, perhaps working within a contact centre and then moving to supervisory and management roles. There may also be opportunities to move into administrative and business support roles.

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