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Customer Specialist

Employer
Essex County Council
Location
England, Essex, Chelmsford
Salary
Up to £22915 per annum
Closing date
31 Aug 2021

View more

Sector
Corporate Services, Customer Services
Job role
Officer
Contract Type
Full time
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Job Details

This is a part time role for 20 hours a week for a fixed term period of 12 months.

The Role


Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK.


Working as part of the Admissions, Applications and Awards service the role will deliver administrative and support activities and proactively manage workloads.


A strong working knowledge of customer support activities and processes provided within the function is required.


You will ensure that customers' enquiries are understood and resolved promptly by phone and email against defined criteria to communicate outcomes.


Accountabilities


Responsible for dealing with more complex and broader, subject knowledge based queries and activities.


Work collaboratively with colleagues, to drive the delivery of productivity and continuous improvement across customer processes.


Responsible for the delivery of effective communications to customers of Essex County Council, to promote a positive image through written, telephone, face to face, social media interactions and respond within service timescales.


Work collaboratively with colleagues to understand customer needs, resolving them promptly and providing them with a service they value.


Contribute to continual service improvements, using statistics or other data to determine the level of customer service provided and recommend changes.


Collate relevant information from a variety of sources to ensure that complex enquiries or customer complaints can be resolved in a timely fashion.


Responsible for delivering against team objectives to meet deadlines and targets, in support of the wider customer vision.


Knowledge, Skills and Experience

  • Experience of providing customer service across a large organisation
  • Able to communicate, both verbal and written, in a manner which is easily understood.
  • Strong interpersonal skills and the ability to build and maintain effective working relationships with colleagues and other professionals.
  • Consistently achieve and maintain high levels of accuracy and attention to detail.
  • Excellent organisational skills and the ability to multi-task.
  • Confident and experienced user of IT Systems e.g. Capita One.
  • Well-developed working knowledge of Microsoft Office applications including Microsoft Teams.
  • Willing to learn and gain knowledge.
  • Apply and next steps


    To apply, please submit your CV and a Supporting Statement via the Working for Essex website.


    Benefits


    Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found via https://www.workingforessex.com/working-here/pay-reward/


    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 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 any queries regarding this role, or require anything further, please contact the Essex Recruitment Team on 03330 135888.

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