Roles, pay and benefits

As a Customer Service officer, you will deliver a transactional frontline service direct to customers, providing solutions to queries and issues raised, for example answering customer enquiries through phone, email, letter, social media and online forms.

The focus of this role is to deliver a truly customer-focused service which delivers and aligns to our customer promise consistently and supports the residents of West Sussex, officers of the council, and other professionals. You will be skilled in providing a service to all 23 contact points, being multiskilled with a wide knowledge span.

Being curious and inquisitive will really help you in researching best practice and finding solutions for improvements for our customers. You’ll enjoy working with large volumes of data, and with spending extended periods of time analysing information, producing reports and developing improvement plans.

You’ll be adept at organising your own workload in order to meet business needs and at using your initiative to independently respond to unanticipated problems or situations.

As a Senior Customer Service Centre Officer, you will report to the Customer Service Centre (CSC) team manager and provide support to the CSC officers, including training and coaching, as well as undertaking administrative tasks including responding to customer/professional enquiries and process management.

You will be skilled in providing a service to all 23 contact points, meaning you will be multi-skilled and have a wide knowledge span.

You will be responsible for ensuring accurate data input and record keeping of relevant customer information on systems in line with GDPR process and policies.

Your responsibilities will also include:

• supporting the CSC team manager with management of online communications from customers (emails and online forms), as well as post where applicable
• being accountable with the CSC team manager for management and delegation of tasks from these systems to trained CSC officers.

Reporting to the Customer Service Centre Manager, you will be responsible for the Reception Team Leader, receptionists, and customer service centre advisors and their support, wellbeing and motivation, with a focus to deliver staff retention resulting in a stable team and service for delivery.

You will be accountable for the efficient and effective running of your team, support activities and day-to-day operations. This includes the management of service level delivery for all areas within the team, and the interface with our customers, services and partners.

You will play a crucial part in the function of the Online Service Delivery team. You will set and manage the standard of content design and ensure online content is consistently published to corporate standard.

As a part of this senior leadership role, you will ensure a high-quality customer experience through the provision of content that is accessible and enables users to self-serve.

Working closely with and managing a small team of Content Designers and Web Editors, you will also ensure resources are effectively deployed through a defined project plan and organising associated Agile ceremonies, such as sprint planning and stand-ups to meet related objectives by required deadlines.

As a Business Analyst, you will have:

• the ability to accurately analyse information, data analytics and business processes, operate in a timely and efficient manner and with minimal errors
• experience in conducting research/data analysis, both internal and external and present the results clearly and creatively
• the ability to evaluate service improvements, profitability, risk and issues
• experience in business process design, testing, verification and validation techniques.