Customer Specialist
| Posting date: | 03 July 2025 |
|---|---|
| Salary: | £25,081.00 to £27,653.00 per year |
| Hours: | Part time |
| Closing date: | 10 July 2025 |
| Location: | Chelmsford, Essex, CM1 1QH |
| Company: | Essex County Council |
| Job type: | Permanent |
| Job reference: | req19993_1751530792 |
Summary
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.