Customer Specialist - Essex Highways

Location

Chelmsford, Essex | United Kingdom

Job description

Customer Specialist - Essex Highways

Fixed Term, Part Time

Up to £24,309 per annum (FTE)

Location: Chelmsford

Working Style: Anywhere worker

Please note that this is a fixed term contract opportunity for a period of 9 months. This is a part time position working 27 hours per week, the pro rata salary will be £17,739 per annum.

The Opportunity

Essex Highways are recruiting a Customer Specialist to provide a professional support service to assist customers with all aspects of Disabled Parking Bays and vehicular accesses.

This includes activities from receipt and assessment of initial applications, liaison with relevant internal and external bodies and dealing with communications throughout the process. This includes providing timely and accurate responses to enquiries from Essex County Council Members and customers as well as to the Local Government Ombudsman if needed when appeals are made.

In addition, the postholder will have responsibility for ECC website content and work to improve processes for better customer experience. This role has specialist knowledge and is key to ensure that Essex delivers an efficient and sensitive service to customers.

Accountabilities

• To be responsible for monitoring the Highways Notices inbox and to assess initial applications for Disabled Parking Bays and send declines using expertise, including liaison with Social Care, Highway Records and the Blue Badge database.
• To liaise with North and South Essex Parking Partnerships over Disabled Parking Bays and to process Consultation responses for Traffic Regulation Orders relating to Disabled Parking Bays.
• To monitor the content and request updates on ECC website relating to Disabled Parking Bays and Vehicular accesses.
• To access and use the Blue Badge database within the data protection rules to assist with Disabled Parking Bay applications and to liaise with the Blue Badge team concerning Blue Badge records and how they relate to Disabled Parking Bay applications.
• To support Customer Services with responses and to provide timely and accurate responses to Members Enquiries regarding queries about Disabled Parking Bays and Vehicular accesses.
• To assist with updating and improving processes for applications for Disabled Parking Bays and Vehicular accesses and to assist the Highways Operatives Team in processing Vehicular Crossing applications.
• To investigate historic cases and provide responses under Freedom of Information requests and to process refunds relating to Skip Licences, Scaffolding Licences or Vehicular Accesses.
• To assist with the use of systems and data for collating and reporting relevant performance and management information and record keeping systems and other Ad Hoc duties to fulfil the requirement of the role.
• To provide timely and accurate responses to Local Government Ombudsman Cases and appeals against refusals of Disabled Parking Bays and Vehicular accesses.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

• Educated to NVQ Administration Level 3, or equivalent by experience
• Evidence of acquiring knowledge in relevant area.
• Knowledge of disabled parking bay statutory processes
• Knowledge of Vehicular access statutory processes
• Experience of dealing with Council Members, local Councillors and the public using all mediums.
• Ability to deal with sensitive and confidential data appropriately under the GDPR
• Conversant with Microsoft applications - Word, Excel
• Excellent attention to detail

To read more about us please visit: Climate, Environment and Customer Services

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.

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via the Working for Essex website.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to

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.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email [email protected]

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Salary

£22.36k - £24.31k per annum