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For Companies At a Glance
- Tasks: Support customers and colleagues with complex queries while driving service improvements.
- Company: Join Essex County Council, a leading local authority focused on customer service transformation.
- Benefits: Enjoy flexible remote work options and a competitive salary, with only one office visit per month.
- Why this job: Be part of a dynamic team making a real impact in the community through excellent customer service.
- Qualifications: NVQ Administration Level 3 or equivalent experience; strong MS Office skills required.
- Other info: This is a part-time, permanent role with opportunities for personal growth and development.
The predicted salary is between 20000 - 22000 £ per year.
Customer Specialist
Permanent, Part Time
£25,081 to £27,653 pro rata
Location: Chelmsford
Closing Date: 8th July 2025
This position has been classed as an anywhere worker role but has an expectation that the successful candidate will attend the office, in Chelmsford 1 day per month, with the remaining time for remote working if desired, in line with the organisation\\\\\\\’s needs.
The Opportunity
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 and improved service and efficiencies.
Working as part of a team to deliver administrative and support activities, proactively managing workload, taking initiative and using personal judgement to resolve internal and external customer issues.
A strong working knowledge of customer support activities and processes, provided within the function is required. The role will deliver advice and guidance support on local procedures to colleagues.
Accountabilities
- Provide effective, high quality support, advice and guidance to Customer Apprentices and L2 Customer Specialists, in respect of unusual or complex customer work requests.
- 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.
- Specific individual and shared targets and objectives are defined annually within the performance management framework.
The Experience You Will Bring
- Educated to NVQ Administration Level 3, or equivalent by experience
- Evidence of acquiring knowledge in relevant area.
- Demonstrable experience and competence of MS Office applications and their practical application, with the ability to use computerised systems with a high level of speed and accuracy.
- Previous experience of operating electronic or hard copy filing systems.
- Experience of delivering workplace based, procedural training to staff.
- Good communication skills with the ability to de-escalate concerns.
Customer Specialist, Chelmsford employer: Essex County Council
Contact Detail:
Essex County Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Specialist, Chelmsford
✨Tip Number 1
Familiarise yourself with Essex County Council's customer service ethos and recent initiatives. Understanding their focus on transformation and customer satisfaction will help you align your responses during interviews.
✨Tip Number 2
Highlight your experience in managing complex customer queries. Be prepared to share specific examples of how you've resolved issues or improved processes in previous roles, as this will demonstrate your capability for the position.
✨Tip Number 3
Showcase your teamwork skills by discussing past experiences where collaboration led to successful outcomes. This role requires working closely with colleagues, so illustrating your ability to work well in a team is crucial.
✨Tip Number 4
Prepare to discuss your proficiency with MS Office applications and any relevant systems you've used. Being able to articulate your technical skills confidently will reassure the hiring team of your readiness for the role.
We think you need these skills to ace Customer Specialist, Chelmsford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and administration. Emphasise any previous roles where you managed complex customer queries or provided training to colleagues.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the organisation. Mention specific examples of how you've contributed to customer service improvements in past positions, and how your skills align with the job requirements.
Showcase Your Skills: Highlight your proficiency in MS Office applications and any experience with electronic filing systems. Provide examples of how you've used these skills to enhance productivity or resolve customer issues effectively.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience with customer service challenges. Be ready to discuss how you’ve de-escalated concerns and worked collaboratively with teams to improve service delivery.
How to prepare for a job interview at Essex County Council
✨Showcase Your Customer Service Skills
Make sure to highlight your experience in customer support during the interview. Be prepared to discuss specific examples where you successfully resolved complex customer issues or improved service delivery.
✨Demonstrate Team Collaboration
Since the role involves working collaboratively with colleagues, share instances where you worked effectively in a team. Emphasise your ability to drive productivity and continuous improvement through teamwork.
✨Familiarise Yourself with ECC's Values
Research Essex County Council's mission and values before the interview. Understanding their focus on customer service and community engagement will help you align your answers with their expectations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenario-based questions where you may need to demonstrate how you would handle unusual or complex customer requests.