Customer Specialist - Citizen Contact Centre

Interviews will be conducted via an Assessment Day at County Hall, Chelmsford week commencing 2 nd December 2024. The layout of the day will be as follows:

• Customer Service assessments from 10am until 12pm.
• Candidates who meet the benchmark on these assessments will be invited to stay for a competency-based interview, which will take place the same day between 1pm and 4pm.
• Interview times to be confirmed on the day for those who meet the benchmark.
We are looking for successful candidates to start as soon as possible, pending successful completion of Essex County Council Employment Vetting.


• Experience of providing customer service across a large organisation.
• Well-developed working knowledge of Microsoft Office applications including Microsoft Teams.
• A strong telephone manner with the ability to communicate well orally and in writing.
• Good typing skills with the ability to work at speed and to criteria accurately.
• Ability to communicate, both verbal and written, in a manner which is easily understood.
• Strong interpersonal skills and the ability to build and maintain effective working relationships with colleagues and other professionals.
• An empathetic and resilient approach to work.
• A willingness to learn and gain knowledge.
Desirable:
• Experience of receiving calls from the public or working in a Public Sector customer service role would be advantageous.
  
  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
  
  2x Full Time Fixed Term / Secondment Contract opportunities until 27 th June 2025.
• 1x Part Time Fixed Term / Secondment Contract opportunity until 27 th June 2025.
The part time position will involve working a total of 18 hours across three days (Monday, Tuesday, and Friday). The pro rata salary will be £11,357 per annum. As an anywhere worker, you may be able to work from home or remotely most of the time, for certain tasks or limited days or hours. The successful candidates will need to attend the office during the training period, once training has been complete you may be able to work from home and attend the office at least once every 3 weeks. Please note this may change depending on business needs. As part of our inbound contact centre team, you will be the first point of contact for residents, providing prompt and efficient responses to a variety of council service queries. Your role will be crucial in promoting a positive image of Essex County Council through various communication channels, including email, telephone, and social media. What's in it for you?
• Healthy work life balance; flexible and hybrid working options.
• Wide range of learning and development opportunities.
• IT equipment and home-working equipment supplied.
• 26 days annual leave + bank holidays + choice to buy extra.
• Generous Local Government Salary related pension scheme.
• Access to hundreds of discounts and benefits through Essex Rewards.
• Access to our health and wellbeing support platform with Vita Health Group.
• Up to 4 days per annum volunteering leave.