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Customer Services Assistant

Employer
Essex County Council
Location
England, Essex, Halstead
Salary
£18579 - £19579 per annum
Closing date
10 Jun 2021

View more

Sector
Corporate Services, Customer Services
Job role
Officer
Contract Type
Part Time

Customer Services Assistant

Permanent, Part Time

Up to £19,579 per annum (FTE)

Location: Halstead

Closing Date: 27/05/2021

Part Time - 18.5 per week hour contract - Includes working every Saturday.

Will need to travel between Halstead, Earls Colne, Coggeshall & Sible Hedingham, plus other local branches if required. Nondrivers are advised to explore the public transport options available to them.

Job Purpose:

The Customer Services Assistant will ensure a high level of customer service at Face to Face front-line locations across the County, working with a wide range of customers, volunteers, stakeholders and partners.

The role will welcome and interact with all customers and identify their individual needs, actively seeking to meet those needs to provide a quality service and enable customers to make full use of the facilities available.

As part of Customer Operations, the Face to Face Service provides a customer focused service through library locations across Essex. Face to Face Services also specifically includes Registration, Library and Coroners Service responsibilities.

Key Responsibilities and Accountabilities:

  • Understand the needs of customers and deliver the best possible outcomes through exemplar customer service.
  • Provide support and training to customers using information communications technology (ICT) equipment and software.
  • Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information - including referral to other services as appropriate - in a timely fashion.
  • Oversee and provide customers with guidance in the use of self-service equipment.
  • Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
  • Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
  • Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
  • Contribute to the compilation of statistical returns, and any other general administrative duties.
  • Responsible for locking and unlocking, as necessary, acting as keyholder.
  • Specific individual and shared targets and objectives are defined annually within the performance management framework.

Knowledge, Skills and Experience:

  • Possess a European Computer Driving License or NVQ Level 2 in IT or equivalent ICT skills or demonstrably equivalent ability.
  • Ability to work with a high level of speed and accuracy including experience of handling confidential and sensitive information.
  • Experience of working with the public in a customer-orientated service.Understand the need to deliver a service that has our customers as the focus of activities.
  • Ability to communicate in a manner which is easily understood and tailored to meet the needs of the audience.
  • Experience in working in a busy customer facing environment and delivery high quality customer services across a large organisation.
  • IT literate in MS office programmes and ability to learn to use in-house IT systems and processes quickly.
  • Using own initiative and working effectively as part of a team to resolve problems and meet desired outcomes.
  • Awareness of the services which public libraries, registration and coroners service currently offer to customers.

As part of employment with Essex County Council 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 visit: https://www.gov.uk/dbs-update-service

Essex County Council is proud to offer an excellent benefits package to all its employees. For more information please use the following link: https://www.workingforessex.com/working-here/pay-reward/

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.

If you have queries on this role or require anything further, please email or call us on 0333 013 5888. Lines are open Monday to Friday between 08:30 - 16:30.

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