Customer Services Assistant

About the role

**Customer Services Assistant**

Permanent, Part Time 18.5 hours a week.

Up to £19,971 per annum

Location: Chigwell

Working Style: Fixed-base worker

**This position does require working every Saturday.**

Do you enjoy working with people?

Enthusiastic about playing a key role in your local community?

A role model for excellent customer service?

The Customer Services Assistant role within the library service encompasses all this and more. Working at the heart of the community, you will enjoy daily interaction with a wide range of people and have the rewarding opportunity to make a real difference to their lives.

**The opportunity**

Effective communication skills are a necessity together with good listening skills to ensure that you can deal with customer enquiries and queries appropriately.

You will be required to carry out a range of clerical tasks and library routines, so the ability to learn and to work quickly and accurately under pressure is essential. You will need to be able to adapt and respond to a complex, ever-changing environment, taking opportunities to improve the way things are done, whilst considering best value for money for the customer and the organisation.

Part of your role also includes being a key holder so you may be required at times to open or close the library, therefore being punctual and reliable is essential.

Library work is varied and can involve working on your own, as well as working with teams both locally and across the county, so you need the ability to motivate yourself for both types of work.

Although the job will have a base location and a regular rota, you may be expected to work flexibly and cover at other local libraries across both Saturdays.

Above all, we are looking for people who genuinely enjoy operating in a customer-focused organisation.

**Accountabilities**
- Work as part of project or process team under the new operating model, ensuring excellent customer service is provided across functional output.
- Consistently and accurately work within customer processes and, where appropriate, suggesting areas of potential improvement
- Provide a clear, concise and timely service to customers, to meet SLA and productivity targets
- Challenge and suggest improvement to current processes that impact on the customer.
- Accurately input and interpret a range of data. Follow a schedule of work within defined deadlines, highlighting issues of concern as necessary.

**Knowledge, Skills and Experience**
- Educated to RQF Level 2 (GCSE) in Maths and English. In addition, a level 2 qualification in administration, business or customer services or equivalent, or equivalent by experience in customer service.
- Experience of providing customer service across a large organisation.
- Ability to work at speed and to criteria accurately.
- Ability to communicate, both verbal and written, in a manner which is easily understood.

**Why Essex?** Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England’s oldest town, Colchester, and two of its newest - Basildon and Harlow - are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us here.

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found here pay and reward

To view our Organisational Behaviours information please follow this link.

**What you should do next**

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

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