About the job
In this role, you will provide a transactional front-line service direct to customers and deliver a truly customer-focused service which delivers ‘customer excellence’ consistently across the Highways and Transport service.
Any given day can often feel quite different from the next! There will be some key responsibilities likely to feature in this role including:
1. Being the essential contact point for providing solutions to customer enquiries through phone, email, letter and social media, including logging customer enquiries and producing well written letters and emails.
2. Proactively engaging with the community and Councillors, keeping them up to date with planned activity across Highways.
3. Working collaboratively with the Customer Service Centre, Highways Officers and contractors, ensuring reports and required works are efficiently coordinated and communicated.
4. Supporting the Highways and Transport service by taking ownership and coordinating Freedom of Information responses, ensuring responses are of the highest quality and provided within the stated timescale.
If you enjoy working in a fast-paced environment and relish being part of a close-knit team, supporting colleagues to deliver better outcomes for the residents of West Sussex, then this role could for you.
Required experience and skills
5. Experience of working in a busy customer service role, providing information, resolving queries and prioritising calls.
6. Educated to GCSE standard or equivalent qualifications, or demonstrable comparable experience.
7. Strong communication skills with the ability to confidently build relationships with a wide variety of stakeholders at all levels.
8. High IT competency including a good working knowledge of Microsoft packages, specialist software, social media and other required IT products.
9. A basic knowledge of road maintenance and repair, to be able to explain the different stages of the process to a customer with some clarity.
10. Keen attention to detail, able to prioritise between competing demands and to remain calm in challenging situations.
Please refer to the Job Description attached for more information on the Key Skills and experience required.
Rewards and benefits
From flexible working (where possible) to access to our Employee Assistance Programme, we aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.
You will benefit from 25 days annual leave, rising to 28 days after 5 years’ service plus the opportunity to buy additional leave and an excellent .
A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.
For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.