Job Description

Work base:

Coed Pella


Are you passionate about delivering excellent customer service?


Do you have strong communication skills and a friendly, professional approach?


If so, we'd love you to join our busy team at Conwy County Borough Council.


As a Customer Information Assistant, you'll be the first point of contact for residents and visitors accessing council services by telephone and in person. Working in our modern offices at Coed Pella, you'll handle a high volume of enquiries, providing accurate information and resolving queries at the first point of contact wherever possible.

What you'll do:

Welcome visitors and manage reception duties. Handle enquiries efficiently and sensitively, both in person and over the phone. Provide guidance on council services and support customers using online services. Maintain accurate records and ensure confidentiality at all times. Promote a positive image of the Council and deliver outstanding customer care.
What we're looking for:


A good standard of education (NVQ Level 2 or equivalent). Excellent ICT skills and confidence using Microsoft Office. Strong listening and communication skills, with the ability to empathise and resolve issues. Welsh language skills (Level 3 speaking) are essential for this role.

Why join us?

You'll be part of a supportive team committed to providing high-quality services to our community. We offer training and development opportunities, a positive working environment, and the chance to make a real difference every day.

Manager details for informal discussion:

Samantha Mearns, Team Leader: Information


( Samantha.mearns1@conwy.gov.uk / 01492 575138 )

Welsh Language Skills:

The ability to communicate in Welsh is hanfodol for this post. We are committed to our Welsh language and are proud of our Welsh culture. We welcome applications in both Welsh and English and application forms received in either language will not be treated less favourably than each other. We're passionate about supporting and encouraging you to use your Cymraeg whatever your level. We offer free classes at all levels, in-person and on-line to support you.


Conwy is committed to safeguarding. Qualifications and references will be verified.


Click here to discover the benefits of joining Team Conwy.


Learn more about our recruitment process by visiting our Recruitment Process Page


We're committed to developing a diverse workforce and inclusive teams that embrace a wide range of voices, experiences, perspectives and backgrounds. Creating a workplace that is welcoming and where everyone feels they belong ensures we can deliver great services.


We welcome and encourage applicants from all backgrounds and experiences.


We are a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you evidence that you meet the essential criteria of the job in your application (requirements marked with an 'E' on the Person Specification).


We are happy to provide reasonable adjustments throughout the recruitment process (and in employment) where possible. We encourage you to request adjustments. To do this please contact the manager named above to discuss your needs and potential support. There are options to apply via different formats, please contact the HR Team on 01492 576129 to discuss how we can support you. These requests will not put you at any disadvantage. Need some support with your application? We've got tips, guidance and support services to help you through it.


Mae'r ffurflen hon ar gael yn Gymraeg hefyd.