West Sussex County Council is a diverse organisation that provides services to more than 850,000 residents every day. As part of the County Council, The Communities Directorate requires a centrally coordinated function at the heart of the Directorate to continuously support our prevention agenda, improve business performance and help develop stronger communities within West Sussex.
For more information about West Sussex County Council, please visit our website.
About The Job
Salary: £23,080 - £25,481 per annum, plus weekend working enhancement
Working Pattern: Full time, 37 hours per week - covering a range of shifts between 8 am to 8 pm, 7 days a week including weekends and bank holidays
Contract Length: Fixed term, ends 30 September 2021
Location: Durban House, Bognor Regis
Interview date: week commencing 10 February 2021
If you are someone who has excellent customer service skills, knows all about customer care principles and is passionate about helping and supporting people, you'll be in good company in the Community Hub team.
The Community Hub has been designed to provide a function that helps to keep residents safe during the COVID19 crisis by meeting their urgent and ongoing need. The Community Hub front door is delivered by the Customer Experience Service where we help customers understand the support that is available to them, helping them to remain self-sufficient, but recognising 'need'. The Community Hub manages inbound calls from residents and makes outbound calls supporting Central Government and Public Health.
The role is responsible for providing a transactional front-line service direct to customers, providing solutions to queries and issues raised, for example, answering customer enquires through phone, email, letter, and social media and making outbound calls. The focus of this role is to deliver a truly customer focused service which delivers 'Customer Excellence' standards consistently and supports the residents of West Sussex.
Experience and Skills
You will be confident with all things IT, have a good knowledge of Microsoft packages, specialist software, social media and other required IT products in order to log customer enquiries and produce well written letters and emails. You will enjoy receiving inbound and making outbound telephone calls and thrive on resolving a range of customer enquiries via telephone, letter, email, enquiry forms and social media. You will always be thinking about how we can make things better and sharing your ideas with the team.
- Excellent oral and written communication skills, to be able to articulate to customers often technical information in a way which is meaningful.
- Influencing skills to be able to persuade colleagues to draft responses to letters and provide information on progress.
- Able to prioritise between competing demands and remain calm when dealing with irate or unhappy customers.
- Proficient IT skills in several specialist systems, plus the full range of Microsoft.
Qualifications and/or experience:
- Educated to GCSE standard or equivalent qualifications or comparable experience.
- Experience of working in a customer service role, providing information, resolving queries and prioritising calls.
- Experience of use of relevant software, including social media and systems, to support service delivery.
- Knowledge of the processes involved in the work of prevention and COVID19, to be able to explain to customers what stage a piece of work is at, how it will progress, etc.
Rewards and Benefits
As an employer we recognise that it is our employees that are central to everything we do. We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.
Aside from 23 days annual leave, you will also have access to a full list of the benefits offered to you as a West Sussex County Council employee you can find them on our Rewards and Benefits page.
For an informal conversation or for further information regarding the role, please contact Chloe Chatfield (Resourcing Advisor) at . For issues or queries regarding your application please contact .
To apply, upload your CV and complete the application explaining the skills and experience you can bring to the role ensuring that any gaps in employment are covered in your CV. Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults
This post is subject to satisfactory references and health check.
West Sussex County Council is an equal opportunities employer committed to promoting an environment that is inclusive and free from all forms of unlawful or unfair discrimination and values the diversity of its people. We actively welcome applications from people of all backgrounds and take every possible step to ensure that no individual will be disadvantaged.
For information regarding your eligibility to apply for this role under our Disability or Veteran's Guaranteed Interview Scheme, this can be found on our application help page.
Note for Recruitment Agencies: We prefer to hire people directly, but we do have a supplier list for when we need a helping hand. We'll be in touch directly if we need you!
Internal only: CC