Job profile for Customer Service Assistant 15 Hours (Saturday and weekday – please see description before applying)

Job Details

Job title: Customer Service Assistant 15 Hours (Saturday and weekday – please see description before applying)

Salary/Grade: 2

Service: Venues Team

Reports to: Venue Managers

Manages/Supervises: N/A

Job purpose

This is a 15-hour per week contracted role which includes Saturdays (usually a 5 – 7hour shift) The remaining contracted hours will be scheduled flexibly during the working week to meet operational needs.

There will be opportunities for additional overtime, particularly where Saturday shifts extend beyond the standard working pattern due to event requirements.

The successful candidate will be required to complete a full week of on-site training at the outset of their employment. In addition, there will be occasional training days and team meetings thereafter to support development and ensure the individual reaches and maintains full competency in the role.

To role requires a delivery of exceptional, high-quality customer experience across Braintree District Council’s Conference and Wedding Venues, ensuring every event is professionally managed, smoothly delivered, and memorable for all customers.

This role combines customer service excellence with operational and caretaking responsibilities a Braintree Town Hall, IConstruct and The Plaza. You will play a key role in supporting weddings, celebrations, and corporate bookings, ensuring each customer receives a welcoming, responsive, and first-class service from initial arrival through to event completion.

You will be responsible for the safe operation and presentation of the venues, including opening and securing buildings, preparing rooms to a high standard, and maintaining a clean, safe, and inviting environment.

You will be required to carry out a range of administrative and operational duties to support day-to-day service delivery

This is a customer-facing role where attention to detail, pride in presentation, and a proactive, can-do attitude are essential. You must be able to work independently and as part of a team, take ownership of your responsibilities, and consistently deliver outstanding service.

Principal Accountabilities

1. To provide a professional, warm, and attentive front-line service, ensuring all customers, particularly wedding clients and event organisers, receive an outstanding and memorable experience.
2. To ensure the smooth and efficient delivery of all events, with particular focus on weddings and private hire bookings, including:
   • Preparing and setting up rooms to an exceptional standard, tailored to individual customer requirements
   • Anticipating and responding promptly to customer needs and requests
   • Providing refreshments and hospitality service where required
   • Ensuring all areas are presented impeccably before, during, and after events
   • Clearing and resetting rooms efficiently following each booking
3. To act as a key holder, opening and securing buildings in line with Council policies, ensuring a safe and welcoming environment for all visitors.
4. To take pride in the appearance and ambience of the venues, ensuring they are always clean, well-maintained, and presented to a high standard.
5. To proactively engage with customers, helping and resolving queries or issues promptly to ensure a seamless customer journey.
6. Carry out a range of administrative and operational duties to support day-to-day service delivery
7. To oversee external contractors carrying out repairs or maintenance, ensuring works are completed safely and in accordance with health and safety standards.
8. To carry out minor maintenance tasks and report any defects or larger issues promptly to the Venues Manager.
9. To support the promotion and reputation of the Council’s venues by delivering consistently high service standards, encouraging repeat business, and positively representing the venues to customers.
10. To ensure all building systems (heating, lighting, alarms) are operating effectively to support customer comfort and safety.
11. To work flexibly across all venues, This will include periods of lone working.
12. To support colleagues by providing cover during absences and working collaboratively to ensure consistent service delivery across the team.
13. To attend team meetings and contribute ideas for improving service quality and customer experience.
14. To undertake training and development to enhance skills, particularly in customer service, hospitality, and venue operations.

Health and Safety Responsibilities

1. To maintain a safe, compliant, and well-managed environment for customers, colleagues and contractors at all times.
2. To follow all Council health and safety policies and statutory requirements
3. When required to carry out safety checks, including weekly fire alarm and emergency lightening tests.

Corporate Accountabilities

• To take responsibility for maintaining own health and attendance. 
• To support, contribute and comply with quality and governance procedures as directed by management.
• To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.
• Any other associated duties detailed by Head of Service or his representative.
• To advise Line manager if, at any time, the above duties and responsibilities cannot be performed.
• Any other duties as required to support the business, including maintaining business
  continuity and during civil emergencies.
• To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.

Skills, Knowledge and Experience

(Tested at application and interview stage)

Experience and Qualifications

• Proven communication skills
• Customer service experience/skills
• Excellent organisational skills
• Ability to prioritise
• Ability to work on own or part of a team
• Experience of venue and event support (preferable)
• Awareness of health and safety
• Experience in using Outlook

Skills and Knowledge

• Good organisational skills
• Ability to problem solve
• Ability to work as part of a team - to be flexible and willing to take on new challenges
• Ability to work to deadlines and use own initiative to ensure customer care, health and safety and security are maintained
• Knowledge and a good understanding of Outlook
• Ability to inspire others and lead in an enthusiastic way to delivers results.

Competencies

(Tested at interview stage)

Communicating Effectively

Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation

• communicate with colleagues and customers in a manner which is clear, fluent, accurate and concise

Performing efficiently and effectively

Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results.  Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems

• Use own initiative and work to tight deadlines to ensure customer care, health and safety and security are maintained.
• ensure that all work done by you is in line with business and service plans and supports the overall aims and ambitions of the Council
• contribute to planning and improvement of services

Using and managing resources efficiently and effectively

Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc.

• ensure the efficient use of building, materials and equipment, to maximise cost effectiveness and efficiencies, while maintaining standards of health and safety and risk management
• ensure that systems of good housekeeping are in place for the management of equipment, accommodation, data etc. for yourself and your staff

Engaging with the customer

Understand the needs and requirements of their customers, to provide excellent customer service, and to involve customers in the improvement of services

• ensure that you work to customer service standards
• seek out and listen to the needs and views of a wide range of customers
• ensure that regular customer feedback is sought, analysed and acted upon

Working well together

Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition

• co-operate and work well with team members, peers, senior managers and external partners in the pursuit of goals and objectives
• establish and maintain constructive and open relationships across the range of people you work with, achieving positive outcomes and sharing feedback with others
• contribute to a culture of team work and co-operation for your staff
• contribute to problem solving

Other conditions

• This post doesn't require a DBS check 
• This post is not politically restricted

Job profile updated: May 2026

Values and behaviours

Our values and behaviours are an integral part of who we are; they are the guiding principles that should inform how we work together, support each other and make decisions.

Our organisation thrives on the dedication and passion of its people and it’s important that we embody these values and behaviours and they become a part of our organisational DNA.

Our vision

We will be ambitious, support each other and work together in new ways to achieve outstanding results

Our core values