Customer Specialist

Essex

n/a - n/a

£25,081-£27,653

Chelmsford

Permanent

Administration

Role

Customer Specialist

Permanent, Part Time

£25,081 to £27,653 pro rata

Location: Chelmsford

Working Style: Anywhere worker

Closing Date: 8th July 2025

This position has been classed as an anywhere worker role but has an expectation that the successful candidate will attend the office, in Chelmsford 1 day per month, with the remaining time for remote working if desired, in line with the organisation’s needs.

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Education

The Opportunity

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus, service and delivery. As part of this work to promote specialised knowledge and improved service and efficiencies.

Working as part of a team to deliver administrative and support activities, proactively managing workload, taking initiative and using personal judgement to resolve internal and external customer issues.

A strong working knowledge of customer support activities and processes, provided within the function is required. The role will deliver advice and guidance support on local procedures to colleagues.

Accountabilities

Provide effective, high quality support, advice and guidance to Customer Apprentices and L2 Customer Specialists, in respect of unusual or complex customer work requests.
Responsible for dealing with more complex and broader, subject knowledge based queries and activities.
Work collaboratively with colleagues, to drive the delivery of productivity and continuous improvement across customer processes.
Responsible for the delivery of effective communications to customers of Essex County Council, to promote a positive image through written, telephone, face to face, social media interactions and respond within service timescales.
Work collaboratively with colleagues to understand customer needs, resolving them promptly and providing them with a service they value.
Contribute to continual service improvements, using statistics or other data to determine the level of customer service provided and recommend changes.
Collate relevant information from a variety of sources to ensure that complex enquiries or customer complaints can be resolved in a timely fashion.
Responsible for delivering against team objectives to meet deadlines and targets, in support of the wider customer vision.
Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

Educated to NVQ Administration Level 3, or equivalent by experience
Evidence of acquiring knowledge in relevant area.
Demonstrable experience and competence of MS Office applications and their practical application, with the ability to use computerised systems with a high level of speed and accuracy.
Previous experience of operating electronic or hard copy filing systems.
Experience of delivering workplace based, procedural training to staff.
Good communication skills with the ability to de-escalate concerns.

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR) on our careers site.

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.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

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

If you have queries on this role or require anything further, please email jamielea.wallis@essex.gov.uk

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