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, if you love working with customers in a fast-paced environment that offers a diverse environment where no day is the same; this could be for you.
Customers are at the heart of everything we do at Maldon District Council. This role is at the centre of the organisation and you will assist in providing a front-line response to customer enquiries and play an integral part in the consistent delivery of a reliable and professional service.
In this role you will support the team to ensure day to day completion of the General Office workload is complete to achieve high performance, with a customer centric focus. With a strong customer focus and “right first time” approach to service delivery you will inspire and champion the council’s Customer Strategy and help to deliver our programme of transformation.
To succeed we need you to be able to demonstrate excellent people management experience, communication and organisational skills and enjoy working in a busy environment. You should be able to use IT systems and have a good academic background.
About this role
You will be required to 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 that is be enthusiastic with a flexible approach and has plenty of experience dealing with customers and managing a diverse team.
The successful candidate will be confident using IT equipment and packages competently and able to undertake management of a team. A knowledge of the Council, its’ functions and the district would be an advantage but is not essential to succeed.
Some areas of responsibility include:
Manage a team of apprentices/Customer Solution advisors and ensure they provide excellent customer service.
Identifying/implementing potential improvements
Dealing with staff HR duties
Allocating jobs to 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.
Building relationships /liaising with key accounts attending weekly performance meetings
Carry out One to Ones
This is an exceptional opportunity to be part of a forward-thinking local authority based in Maldon, an area which boasts an enviable quality of life and stunning countryside, yet 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 For more information or an informal chat, please contact Daniel Cannon by phone 01621 854477 or e-mail daniel.cannon@maldon.gov.uk.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .