Customer Service Assistant

• Serve as one of the first point of contacts for visitors, students and staff, delivering a consistently professional and warm welcome
• Monitor and control a range of shared inbox/spreadsheets and direct enquiries/queries to the appropriate member of staff or team across the organisation
• Be responsible for clearing voicemail backlog and directing as appropriate
• Processing reference requests in line with safeguarding and student data sharing rules
• Provide reception cover during peak periods, absences and for key College events such as Open Evenings and Awards events
• Prioritise tasks flexibly and independently, anticipating workload demands on a daily, monthly, and annual basis
• Communicate clearly and confidently, both in person and over the phone, always maintaining a high standard of verbal professionalism
• Demonstrate a proactive, problem-solving mindset, taking ownership of issues and seeking practical solutions
• Work to agreed Service Level Agreement timescales and actively work to improve response times and customer satisfaction
• Maintain confidentiality and discretion, particularly when handling sensitive information or unexpected situations
• Exhibit a calm, unflappable approach under pressure, with a consistently positive and self-reliant attitude
• Act as a central communication link in an emergency and as liaison point for staff

• Excellent communication skills both verbal and written
• Strong interpersonal skills, maintaining an approachable demeanour to aid a positive first impression and rapport building
• Customer focused mindset with a commitment to providing exceptional service
• Problem solving abilities in order to resolve issues independently or collaboratively with colleagues
• Previous experience in customer service, administrative support or a similar role would be beneficial but not necessary
• Computer literate

Previous experience in customer service, administrative support or a similar role

• Annual Leave: 25 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
• Pension: Generous Local Government pension
• Learning & Development: Programmes by The Community Adult Education Department
• Staff Development: Access to the College staff development programmes and CPD
• Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
• Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
• Parking: Free car parking across all campus sites (apart from Arundel)
• Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets