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Job Title: Customer Care Assistant - West Welcome and Assessment Team, Statutory SEND
Location: Apsley, Hemel Hempstead
Starting Salary: £21,575 with the opportunity to progress to £24,054 per annum - Pay increase pending
Hours: 37 per week
Contract: Permanent

Diversity: We are an inclusive employer and value a diverse workforce

We are recruiting a Customer Care Assistant to join our supportive Statutory SEND Service to monitor “front line” communication points for the service.

Our Customer Care Assistant roles provide a great opportunity to learn more about the services provided by Integrated Services for Learning to children, schools, and families across Hertfordshire. There are lots of opportunities for training and development in this role, as well as a great opportunity to contribute to the delivery of a statutory service.

About the role

This is a fast-paced role, which requires excellent communication skills and the ability to research and source a range of information from various places. The post holder will be able to answer initial queries immediately and they will direct others to the correct part of the organisation for effective response and resolution. This role is integral to supporting initial contact with families and professional partners including schools to ensure they feel supported and listened to from first point of contact.

The post holder will need to be competent in the use of a range of IT packages and demonstrate an understanding of the challenges that children/young people who have special educational needs and/or disabilities face and the impact this has on communications with families. Ability to remain calm and professional at all times is essential, particularly when responding to frustrated or anxious callers. You’ll be working through the migration of information into our secure data base therefore you will need a keen eye for detail to make sure that the right case information is entered.

About you

Educated to GCSE level or equivalent, you'll have excellent communication and customer service skills. You'll have a keen eye for detail and be comfortable working with a range of systems and processes to deliver high quality service support.

You will be skilled at building relationships with a range of colleagues, have the ability to assess situations quickly and make good, sound professional judgements on progressing the contacts with the service to enable positive communication without delay.

Finally, our team is friendly and supportive – lots of experience and knowledge to share and delighted to welcome new joiners!

Closing Date: Midnight 28th August
Interview Date: to be confirmed

For an informal discussion and more information please contact: Kelly Shaw [email protected]

Disability Confident: We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency: The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.

Safeguarding: Safeguarding children and adults is of utmost importance to Hertfordshire County Council. The Council requires employees to abide by legislation and best practice to enable Hertfordshire to achieve this. This role has been identified as requiring a Disclosure & Barring Service (DBS) check. For more information Click Here