£25,959 per annum (full time equivalent)
Working Style:
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.
Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus, service and delivery. As part of this work to promote specialised knowledge, improved service, efficiencies, inform business decisions, put the Customer at the heart of everything we do and ensure an excellent customer journey.
Working as part of a team to deliver effective support and a high-quality customer experience. Supporting a range of services, you will deliver a flexible and agile service across the customer function, actively seeking opportunities to develop, skills, capabilities and knowledge.
The Customer Specialist will provide advice and support to less experienced staff.
Accountabilities
- Consistently and accurately work within customer processes and, where appropriate, suggesting areas of potential improvement
- Deliver an effective, efficient service to customers of Essex County Council, promoting a positive image through email, telephone, 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.
- 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.
Why Essex?
As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in . With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.
In March 2026, the Government announced that councils in Greater Essex will be reorganised into five new unitary authorities from April 2028. In addition to this, Greater Essex has been accepted on to the devolution priority programme, where we will work towards establishing a Mayoral Combined County Authority. You can read more about these changes, and what this may mean for this role, on our .
Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.
Once you’ve secured 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.
At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the , including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
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.
Customer Specialist – Contact Centre in Chelmsford employer: Essex County Council
Essex County Council is an exceptional employer, offering a supportive work culture that prioritises the well-being of its employees while making a meaningful impact in the lives of children and young people. With flexible working arrangements and opportunities for professional development, staff are encouraged to grow within their roles, all while contributing to a vital service in the heart of Chelmsford.
