Customer Experience Administrator
- Suffolk County Council – Contact Centre, Stowmarket IP14 1AD - On-site
- £23,114 per annum (pro rata for part time)
- 37 hours per week
- Permanent
We have an exciting opportunity to join the Suffolk County Council (SCC) Blue Badge Team as a Customer Experience Administrator, working from our Stowmarket office. This is an exciting opportunity to contribute towards making the application process for a Blue Badge accessible to eligible citizens across Suffolk.
- Do you have previous experience working in Healthcare and would now like an administrative role?
- Do you have previous experience working in customer service?
- Do you have proven decision making experience?
- Do you have excellent communication skills both written, verbal and digital?
- Are you passionate about putting the customer at the heart of everything that you do?
- Do you enjoy working as part of a team?
Your role and responsibilities
We`re seeking a motivated and highly skilled administrator who has excellent literacy, grammar, and keyboard proficiency. The ideal candidate will possess strong analytical abilities to scrutinise documentary evidence, coupled with advanced IT skills including proficiency in Microsoft Office. We need someone who can interpret complex policies and procedures, providing expert guidance and making informed decisions.
Our perfect match will demonstrate the ability to touch-type while handling customer calls, showcasing exceptional multitasking skills. Strong communication is key – you`ll need to listen actively, ask pertinent questions, and interact with customers across various platforms with clarity, politeness, and empathy. We`re looking for a proven decision-maker who thrives in a fast-paced, target-driven environment, excelling in organisation and time management.
If you are leaving an administrative role in health or social care then this position may appeal to you, as part of the Blue Badge team you`ll be working with Department for Transport (DfT) guidance and interpreting, problem solving and considering medical evidence and additional information from applicants within the context of this guidance to determine eligibility.
If you`re ready to take on this challenging role and make a difference, we want to hear from you!
You will need
- a good standard of literacy, grammar, and keyboard skills
- the ability to interrogate documentary evidence provided
- to be highly IT literate with a good working knowledge of basic office software systems such as Outlook, Word, Excel, and the Internet
- the ability to understand and interpret policies and procedure documents in order to be able to give advice, guide applicants through the correct process and make decisions
- demonstrable experience to accurately touch type whilst talking to customers over the phone simultaneously
- the ability to listen and question effectively to gather appropriate information
- proven decision making experience
- the ability to communicate with customers in a clear, polite and friendly manner, showing empathy where appropriate and resolving conflict effectively, through a range of mediums including telephone, digital and written correspondence
- the ability to thrive in a busy and target driven environment
- excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives
- proven experience in a health and social care background in order to be able to research and problem solve eligibility under the DfT regulations.
You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don`t meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The Team:
- We are a busy and supportive team who are passionate about helping people and we take pride in giving the best service we can.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.
For more information
Please contact Sophie Buist for a casual conversation. You can reach them by calling 01473 265815 or emailing [email protected]
How to apply
Step 1 - Read the Job and Person Profile (JPP) (docx).
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.
1. Can you describe a situation where you had to interpret policies to make a decision?
2. Describe a scenario where you had to maintain confidentiality and adhere to data protection requirements.
3. How do you prioritise tasks when faced with multiple deadlines? Can you give an example?
4. Tell us about a time when you had to adapt your communication style to meet the needs of a particular customer or colleague.
5. How do you ensure accuracy in your work, especially when maintaining records or providing advice?
Step 4 - Upload a CV (without name and personal details).
Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing [email protected] or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.
Closing date: 11.30pm, 6 August 2024.
Interview date: week commencing 12 August 2024.
Please note that as part of the interview process, there will be a skills test which will cover written communication and typing speed and accuracy.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite
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