Customer Specialist – Contact Centre in Colchester

• Customer Specialist – Contact Centre
• Permanent, Part Time
• £25,959 per annum (full time equivalent)
• Working Style: Anywhere worker

This is an Anywhere Worker position with an expectation for the successful candidate to attend the office in Chelmsford one day every three weeks or as required for training purposes, with the remaining time for remote working if desired, in line with the organisation’s needs.

Please note this is a part time position working 18 hours per week. The pro rata salary will be £12,629 per annum.

Working as part of a team to deliver effective support and a high-quality customer experience.

You will deliver a flexible and agile service across the customer function, actively seeking opportunities to develop, skills, capabilities and knowledge.

• Accountabilities
• Provide advice and guidance to Level 1 Customer Specialists, to deliver effective professional cover across a range of services.
• Work as part of project or process team under the new operating model, ensuring excellent customer service is provided across functional output.
• Consistently and accurately work within customer processes and, where appropriate, suggesting areas of potential improvement
• Deliver an effective, efficient face to face and telephone service to customers of Essex County Council, promoting a positive image through email, telephone, face to face, social media and letters.
• Provide a clear, concise and timely service to customers, to meet SLA and productivity targets
• Administer and respond to applications from residents against defined criteria to communicate outcomes.
• Ensure that customers’ enquiries are understood and resolved promptly by phone email or face to face as appropriate.
• Challenge and suggest improvement to current processes that impact on the customer.
• Accurately input and interpret a range of data. Follow a schedule of work within defined deadlines, highlighting issues of concern as necessary.
• The Experience You Will Bring
• Educated to RQF Level 2 (GCSE) in Maths and English.

In addition, a level 2 qualification in administration, business or customer services or equivalent, or equivalent by experience in customer service.

• Experience of providing customer service across a large organisation
• Well-developed working knowledge of Microsoft Office applications is essential (use of databases is desirable).
• Ability to work at speed and to criteria accurately.
• Ability to communicate, both verbal and written, in a manner which is easily understood.
• Ability to support a wide range of services provided by ECC.

Benefits: Once you secure your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

Essex County Council is proud to be a Disability Confident Leader.

We’re committed to interview all disabled applicants, veterans, and care leavers, who meet the minimum requirements of the role for which they are applying.

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

If you have queries on this role or require anything further, please email resourcing. team@essex. gov. uk

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