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Customer Service Representative

2 months ago

Chelmsford, Essex, United Kingdom Essex County Council Full time
About the Role

We are seeking a highly motivated and enthusiastic individual to join our team as a Customer Specialist at HMP Chelmsford Prison Library. As a key member of our team, you will play a vital role in delivering a high-quality library service to prisoners, while also providing administrative and support activities.

Key Responsibilities
  • Support the Delivery of Library Services: Work closely with the Prison Library Supervisor to deliver a library service that meets the needs of prisoners, including providing access to books, resources, and other materials.
  • Provide Excellent Customer Service: Offer high-quality support, advice, and guidance to prisoners, Prisoner Orderlies, and other stakeholders, ensuring that their needs are met and exceeded.
  • Manage Workload and Priorities: Proactively manage workload, prioritize tasks, and use personal judgment to resolve internal and external customer issues.
  • Collaborate with Colleagues: Work effectively with colleagues to drive the delivery of productivity and continuous improvement across customer processes.
  • Resolve Complex Enquiries: Gather relevant information from various sources to resolve complex enquiries or customer complaints in a timely and efficient manner.
Requirements
  • Ability to Develop Skills and Knowledge: Demonstrate a willingness to develop skills and knowledge in the role, with a focus on delivering high-quality services to prisoners.
  • Confident and Assertive: Possess confident, assertive, and emotionally resilient qualities, while maintaining empathy for prisoners with complex needs.
  • Good Communication Skills: Develop effective communication skills to de-escalate concerns and provide excellent customer service.
  • Technical Skills: Demonstrate proficiency in MS Office and computerized systems, with the ability to use technology to support the delivery of services.
  • Library Experience: While not essential, previous experience in a library setting is desirable, as is experience working with offenders.
About Us

Essex County Council is a leading local authority that provides a range of services to the community. We are committed to delivering high-quality services that meet the needs of our residents, while also promoting social justice and reducing inequality.

We are proud to be a Disability Confident Leader and are committed to interviewing all disabled applicants who choose to apply under our Job Interview Scheme. We also welcome applications from veterans and care leavers.