Web and Information Officer
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Job Summary
Do you have experience in customer services and complaints We are looking for someone who is committed to helping local residents and families access information help and advice.
We have an exciting opportunity for someone to work either full time or part time in our Customer Relations Team. The Customer Relations Team is responsible for providing the statutory Family Information Service for East Sussex County Council and delivering the complaints process. Applicants are not expected to have a detailed knowledge of Childrens Services as full training will be provided. Information on Council services is available on the Councils website.
This post is based in County Hall Lewes. We will consider applications for full time or part time hours. Please specify your preference in your application. The successful applicant/s will be expected to work the core hours of 10am-3pm. There is flexibility around other hours worked. You will be required to work in County Hall with some days working at home.
Working as a key memberof the team you will be helping to run a busy helpline to support customers in accessing the right information. You will triage queries feedback and complaints with sensitivity and a commitment to getting the customer to the right place first time.
A key part of this work is complaints handling. You will often be the first person that someone who wants to make a complaint will speak to. You will be able to carefully listen and provide advice to complainants. This will include trying to resolve complaints and signposting where appropriate. You will be able to understand complaints policies and processes and explain this in a clear way to people who may be upset or angry.
You will help us deliver our statutory duty to ensure that up to date and relevant information about registered childcare is available to local families.
You will contribute to the development of online content for the ESCC website supporting colleagues across Childrens Services to produce relevant accessible content which is in our customers language. You will also support schools through our traded service.
Please note the role is fixed term for 12 months.
An understanding of what constitutes excellent customer service.
Ability to remain calm polite and professional when dealing with the public.
Knowledge of services for children and families.
Ability to prioritise conflicting activities.
Communication and negotiation skills.
Confidence in communicating with stakeholders and colleagues at all levels.
Experience of working with children and/or families and/or adults in a support role..
Applicants with relevant customer service and web experience are encouraged to apply. To apply for this role please follow the Apply Now button above and upload your CV and a Supporting Statement. We will be using your Supporting Statement to shortlist so please be sure to address how you meet the points listed above drawing on any relevant work/life experience education or personal interests.
For collaboration not competition choose East Sussex!
The best thing about working for East Sussex is knowing every person who works here cares about our residents and wants to achieve the best outcomes for them. Casey Project Officer
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About Company
Additional Information Your starting salary will be pro rata if the above position is part-time or term-time only. If you require sponsorship to work in the UK please let the hiring manager know this in your application so we can check eligibility for sponsorship for the role. For fur ... View more
