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Customer Services Assistant

Fixed Term, Part Time

Up to £22,361 per annum (FTE)

Location: Stansted

Working Style: Fixed-base worker

Please note this is a fixed term contract opportunity for 6 months working 18.5 hours a week including Saturdays. The pro rata salary for this role will be £11,150 per annum.

This role is predominately based at Stansted Library however the successful candidate will also be expected to work from Saffron Walden Library, Dunmow Library or Thaxted Library.

The Role

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda – one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We’re immensely proud of our flexible working options.

The Opportunity

The Customer Services Assistant will ensure a high level of customer service at Face to Face front-line locations across the County, working with a wide range of customers, volunteers, stakeholders and partners.

The role will welcome and interact with all customers and identify their individual needs, actively seeking to meet those needs to provide a quality service and enable customers to make full use of the facilities available.

As part of Customer Operations, the Face to Face Service provides a customer focused service through library locations across Essex. Face to Face Services also specifically includes Registration, Library and Coroners Service responsibilities.

Accountabilities

• Understand the needs of customers and deliver the best possible outcomes through exemplary customer service.
• Provide support and training to customers using information communications technology (ICT) equipment and software.
• Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information – including referral to other services as appropriate - in a timely fashion.
• Oversee and provide customers with guidance in the use of self-service equipment.
• Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
• Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
• Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
• Contribute to the compilation of statistical returns, and any other general administrative duties.
• Responsible for locking and unlocking, as necessary, acting as keyholder.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

• Ability to work with a high level of speed and accuracy, abiding by all appropriate data protection legislation
• Experience of working with the public in a customer-orientated service. Understand the need to deliver a service that has our customers as the focus of activities.
• Ability to communicate in a manner which is easily understood and tailored to meet the needs of the audience.
• Experience working in a busy customer-facing environment, delivering high-quality customer service
• IT literate in MS office programmes and ability to learn to use in-house IT systems and processes quickly.
• Using own initiative and working effectively as part of a team to resolve problems and meet desired outcomes.
• Awareness of the services which public libraries, registration and coroners service currently offer to customers.

To read more about us please visit: Climate, Environment and Customer Services

Why Essex?

Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England’s oldest town, Colchester, and two of its newest – Basildon and Harlow – are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us here.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via the Working for Essex website.

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

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community here .

If you have queries on this role or require anything further, please email Laura.O’[email protected]

Follow us on Facebook,Twitter, Instagram and LinkedIn . Further details can be found on our careers page.

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