Customer Service Specialist

Customer Specialist

Permanent, Full Time

Up to £22,664

Location: Chelmsford

Closing Date: 11th February 2021

The Role:

The Optimisation, Reporting & Planning team is responsible for delivering continuous improvement across Customer Services, improving customer experiences and efficiency of business processes. The team will work with all areas of Customer Services including Contact Centre, Libraries, Schools Admissions, Complaints, Coroners, Registrations and Business Services who identify areas for improvement and deliver lasting change. The team work closely with HR, corporate change teams, corporate insight and intelligence, IS and Finance to understand and deliver improvements to service. ECC uses Lean Six Sigma and Agile project management methodologies.

This is a Customer Specialist role in the Customer Systems Support team. The role will be working within a system's administration team providing admin support for several systems. The main duties will be performing system integrity checks, password resets, monitor and responding to queries, performing testing, completing scheduled system tasks.

Working as part of a project or a team, the Customer Specialist will deliver administrative and support activities, proactively managing workload, taking initiative and using personal judgement to resolve internal and external customer issues.

You will need a strong working knowledge of customer support activities and processes, as well as delivering advice and guidance support on local procedures to colleagues.

About You:

Educated to NVQ level 3, you will have proven experience of providing excellent customer service across a large organisation. You will have a demonstrable working knowledge of Microsoft applications, including Microsoft Excel, with the ability to use computerised systems with a high level of speed and accuracy. You should also have previous experience of operating electronic or hard copy filing systems.

You should have experience of delivering workplace based procedural training to staff, with good communication skills and the ability to de-escalate concerns.

Other key attributes include:

Attention detailAble to work to timetabled processesHandling sensitive dataTaking initiative to resolve issuesUnderstanding of systems administrationGood general IT skills

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service.

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found on https://www.workingforessex.com/benefits.

If you have any queries regarding this role, or require anything further, please contact the Resourcing Team on 0333 013 5888.