Registration Customer Service Assistant

What will you be doing?

Deliver the processes required to ensure that all customer’s ceremonies and events are properly booked, recorded, confirmed, and co-ordinated. Examples of ceremonies would include weddings, civil partnerships, renewal of vows, naming and citizenship, including taking customer payments.

Use internal software tools , such as MS Office, ceremony online booking system , telephony system and other related programs which fall within the scope and purpose of this role.

Be the first point of contact and resolve customer queries at the first point of contact either through face to face, telephone, or e-mail contact.

Provide advice on the legal requirements to customers seeking statutory services (birth, death and marriage/civil partnerships)

Administer all customer financial transactions in an accurate and timely manner to ensure the Registration Service receives the correct payment at the appropriate stage in the ceremony process.

Collate and prepare the quarterly clergy returns, liaising with Registrars and the clergy as appropriate, resulting in payments to the clergy.

Provide administrative support to the Management Team, E.G. updating of customer records, assisting with calls from the general public and the preparation of documents for approval and processing.

Receive information from other agencies and advising staff, under the direction of a manager, of any changes required and/or acting as a central contact point for service queries.

Maintain and update excel and system bases databases as necessary.

Maintain at all times a high standard of customer care with all customers and staff, in accordance with the service’s aims and the Council's customer care policies.

Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.

Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department.

Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post.

About you

The job requires extensive use of office software packages (EG Word, Excel, Outlook, internet, Registration Service System , CRM systems) and assisting with the development of new procedures and processes designed to improve the efficiency of the service. 

The job also requires a high standard of customer care and extensive customer contact (telephone and e-mail). With occasional administrative support to other areas of the Registration Service such as Copy Records office or Coroners etc.

Please refer to the attached job description and person specification required for this role. The person specification is used during our selection process so it is important that you clearly demonstrate in the supporting statement section of the application form how you meet each criteria of the person specification.

Our benefits

Here at North Northamptonshire Council, we’re transforming for the better, using all our creativity and imagination to create the best life for our local people.

You’ll find that we have a wide range of careers that may be more surprising than you think!

Why choose us?

We offer a vibrant working environment with:

• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

About us

Our Values and Behaviours

Our values define who we are and how we operate, by forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery and are:

Customer-focused
Respectful
Efficient
Supportive
Trustworthy

Our Key Commitments

Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.

We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.

North Northamptonshire Council re-signed the Armed Forces Covenant in June 2024 which highlights the Council’s pledge to support the Armed Forces community. The council obtained the silver status award for the Defence Employer Recognition Scheme (ERS) and we are now currently working towards achieving Gold status.

We aim to be a carbon neutral Council by 2030.

Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)