Senior Customer Support Officer

Do you have experience supervising a fast-paced customer service team, where you help provide crucial information, resolve queries with care and skilfully prioritise calls? Can you showcase exceptional communication skills, allowing you to convey complex and technical information to customers and staff in a way that truly resonates with them?

If the answer is yes, we want to hear from you!

We are looking for a Senior Customer Support Officer to join the Highways Customer Service Hub and help manager the delivery of an efficient customer journey.

Salary: £35,235 to £37,938 per annum

Contract type: Permanent

Working pattern: Full-time (37 hours per week)

Location: County Hall Chichester, West Street, Chichester, PO19 1RQ. There will also be a requirement to work from our other offices and depots across West Sussex County

Interview date: Tuesday 29 April and Wednesday 30 April 2025 at Drayton Depot, Chichester PO20 2AJ

There will be a requirement to travel independently to other West Sussex County Council offices around the county. This will include working from locations that are not readily accessible by public transport.

About the job

You will assist the Customer Service Team Manager in overseeing a team of Customer Service Officers and additional seasonal staff. You will also provide support to the Senior Management Team with specific inquiries and requests related to customer communications.

There will be key responsibilities likely to feature in this role which include:

• Providing management support to service leads to ensure effective service delivery.
• Managing your own workload and co-ordinate and prioritise work for the team to meet service objectives.
• Regularly produce performance information data, statistics and various service reports including ad hoc and regular reports that clearly identify and effectively communicate any issues, monitor data against objectives, and monitor process and system compliance.
• Be the senior specialist to the service with an in-depth knowledge of regulations, procedures and policy and their application relevant to the area of work.

Qualifications and experience

• Degree or equivalent level qualification or demonstrable technical and theoretical knowledge related to the service at this professional level.
• Relevant advanced theoretical or organisational knowledge and experience of systems, procedures and policies associated with operating a demanding service in a related field.
• Experience of mentoring, motivating and line managing a team, training staff to achieve assigned work, supporting the growth and development of the team.
• High IT competency in the use of major computerised systems.
• Experience of managing data and production of management reports, including using information systems and reporting tools.
• Strong communication skills, with the ability to build and maintain relationships with a range of stakeholders at all levels.

For more information on the Key Skills as well as the Qualifications and/or experience required, please refer to the Job Description attached.

Rewards and benefits

From flexible working (where possible) to access to our Employee Assistance Programme, we aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.

You will benefit from 27 days annual leave, rising to 28 days after 5 years' service plus the opportunity to buy additional leave and an excellent local government pension scheme

A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform.

For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.

Further information

The reference number for this role is EIE01380.

For an informal conversation or for further information regarding the role, please contact Lucy Allen at Lucy.Allen2@westsussex.gov.uk

For an informal conversation regarding the application process, please contact Rosa Siracusa (Recruitment Specialist) at Rosa.Siracusa@westsussex.gov.uk .

For issues or queries regarding your application please contact hrrecruitment@westsussex.gov.uk .

Does this sound like the opportunity for you? Click apply below, upload your CV, and complete the application form, explaining how you meet the key skills in the attached job description and explain in detail what experience you can bring to the role. Please ensure all that any gaps in employment are covered in your CV.

Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. This post is subject to right to work within the UK, satisfactory references, and a health check.

Equity, inclusion and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to ensure all applicants have the best possible chance of success.

We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application helppage.

RSi