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About The Job

Salary: £43,516 to £46,549 per annum
Contract Type: Permanent
Working Pattern: Full Time (37 hours per week)
Location: Durban House, Durban Road Bognor Regis West Sussex PO22 9RE (Hybrid and Flexible Working)

Does the prospect of making a difference to communities through excellent customer service motivate you?

Would you like the opportunity to influence and contribute to the shaping the future of the Blue Badge Team?

Do you enjoy the challenge of problem-solving to sustain and improve front-line services?

If this sounds like the type of challenge that you are looking for then you can be a part of our mission to ensure our Blue Badge Team effectively delivers customer support services, ensuring high standards of service!

All West Sussex County Council (WSCC) employees have a WSCC location as their contractual work location, however we do operate a ‘Smarter working’ approach, this is something that you agree locally with your manager, for what works best for you, your role and your team. More details will be shared once you start working.

There will be a requirement to travel on occasion, to other West Sussex County Council offices across the County.

The Opportunity

Reporting to the Customer Service Centre Manager, you will lead and manage a diverse range of staff from Reception Team Leader to Receptionists to Customer Service Centre Advisors.

You will be accountable for the efficient and effective running of your team, support activities and day to day operations. This includes the management of service level delivery for all areas within the team, and the interface with our customers, services, and partners.

Working closely with the Customer Service Centre Manager, you will develop and shape the future of the team including the development and deployment of digital channels, ways of working and service provision, build and maintain relationships and influence activities.

About You

Customer service is at the forefront of the skills you possess, you will also have experience of leading staff to deliver a high standard of services for customers. You will be able to demonstrate initiative and independence to respond effectively to queries from colleagues, customers, and partners.

You will have the ability to read and understand Blue Badge legal guidance which is provided by the governing body. You will be able to understand guidance and turn this into tangible service delivery, ensuring the Council is complying to this guidance.

You will be experienced in monitoring and achieving key performance indicators (KPIs), service level agreements, and management of service, while balancing competing priorities daily.

For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.

Rewards and Benefits

Here at West Sussex County Council we care about wellbeing, allowing time for celebrating our teams’ efforts, and developing our team to be the best they can be. Alongside this, we also offer the below benefits.

• An excellent local government pension scheme
• Generous holiday entitlement of 30 days (plus opportunity to buy additional leave)
• A range of flexible working options, depending on your job role
• Maternity, paternity, dependency and adoption leave
• Volunteering opportunities
• Training and development opportunities, including coaching, mentoring and apprenticeships
• A range of discounts giving our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform (see our Staff discounts page if you are a business looking to offer a discount)
• Health and wellbeing benefits including access to our Employee Assistance Programme, Mental Health First Aiders, Wellbeing Hub and Voluntary Health Cash Plans

For a full list this can be found at our Rewards and Benefits page.

Further Information

The reference number for this role is CPP00768.

For an informal conversation or for further information regarding the role, please contact Laura Franklin at [email protected]

For an informal conversation regarding the application process, please contact Rosa Siracusa (Resourcing Advisor) at [email protected] .

For issues or queries regarding your application please contact [email protected] .

To apply you will need to upload your CV and Cover Letter. In your cover letter, you will highlight your skills and experience that you can bring to the role ensuring that any gaps in employment are covered in your CV. Tell us your motivations behind wanting to apply for the role.

Please refer to the key skills listed on the attached job description.

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.

Equity, inclusion and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.

We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application help page

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Job Reference: CPP00768