Directorate Service Delivery
Vacancy type: Permanent full time
Salary: £34,920 to £39,501 per annum
Closing date: 5th January 2025
Vacancy Number: MDC001851
Grade of Post: G
Location: Offering flexible new ways of agile working within the Council Offices based at Princes Road, Maldon, subject to business need.
Description
This is an exciting job role for those who love working with customers in a fast-paced environment. Customers are at the heart of everything we do at Maldon District Council. This role is central to the organisation as you will assist in providing a front-line response to customer enquiries and play an integral part in delivering a reliable and professional service.
In this role, you will support the team to ensure the day-to-day completion of the General Office workload is achieved with a customer-centric focus. With a strong customer focus and a “right first time” approach to service delivery, you will inspire and champion the council’s Customer Strategy and help deliver our programme of transformation.
To succeed, you need to demonstrate excellent people management experience, communication and organisational skills, and enjoy working in a busy environment. Proficiency in IT systems and a good academic background are also required.
About this role
You will support a wide range of queries/escalations from customers and residents regarding waste, planning, and environmental issues using our CRM system, telephone, and written correspondence. We are looking for someone enthusiastic with a flexible approach and plenty of experience dealing with customers and managing a diverse team.
The successful candidate will be confident in using IT equipment and packages competently and able to manage a team. A knowledge of the Council, its functions, and the district would be advantageous but is not essential.
Some areas of responsibility include:
* Manage a team of apprentices/Customer Solution advisors to ensure excellent customer service.
* Identify and implement potential improvements.
* Handle staff HR duties.
* Allocate jobs to the team.
* Develop and implement strategies to improve customer satisfaction and retention.
* Handle escalated customer inquiries and complaints.
* Collaborate with other departments to resolve customer issues.
* Monitor team performance and provide coaching and feedback.
* Create and maintain support documentation and resources.
* Conduct regular training sessions.
* Carry out daily team update meetings.
* Build relationships and liaise with key accounts, attending weekly performance meetings.
* Conduct One to Ones.
This is an exceptional opportunity to be part of a forward-thinking local authority based in Maldon, which boasts an enviable quality of life and stunning countryside, yet is within easy reach of London. We promote a professional work environment with a focus on self-development, innovation, and collaborative working.
If this interests you, we look forward to receiving your application.
In return, we offer you an attractive salary package with local government benefits, along with the opportunity to work and live in a beautiful rural district steeped in history and heritage.
Please note this role will be subject to a Basic DBS Check.
For an informal discussion about this position
For further information about the role, please contact Daniel Cannon by phone at 01621 854477 or e-mail at daniel.cannon@maldon.gov.uk.
To apply
Complete the application form online. CVs will not be accepted.
Please note: All interview notifications will be sent via e-mail. Please ensure you provide an e-mail address so that we can contact you.
It is Council policy not to respond to applicants who have not been shortlisted for an interview. Therefore, should you not hear from us within 3 weeks of the closing date, please assume you have been unsuccessful.
Guidance notes for applicants and further documents are available here.
In addition to a competitive salary, you will be entitled to participate in the Local Government Pension Scheme, cycle to work scheme, salary sacrifice car lease scheme, and will benefit from free parking in the Council Office car park. You will also be entitled to discounted local gym membership and payment of one annual professional fee (if applicable). You will also have access to a range of work/life balance policies.
As part of any recruitment process, the Council collects and processes personal data relating to job applicants. The Council is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. For more information, please see the Council’s Privacy Notice to understand your rights.
Maldon District Council is committed to safeguarding and promoting the welfare of vulnerable groups including children, young people, and adults and expects all staff and volunteers to share this commitment. Disclosure and Barring checks will be undertaken according to the responsibilities of the role.
We are an inclusive employer and are committed to equality of opportunity.
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