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Customer Support Assistant (RB020)

Grade 3, £20,953 - £22,630 (including local weighting) Full Time, 37 hours per week, (part-time working and job share considered) Permanent. Based at Hertford and/or Bishops Stortford. Closing date: 26th September 2019 at 5:00pm

About the role 
An opportunity for a customer support assistant has become available to work at Herford and Bishops Stortford as part of the support team. This is an exciting time for you to join us and develop your career. This motivated team is looking for an individual committed to excellence in their work and with a passion for helping the public. If successful you will assist across all aspects of customer contact, answering telephone calls, dealing with written enquiries and face to face discussions. 

Some of the key responsibilities include:

  • To support the shared service managers in all aspects of the shared services functions and operation.
  • To ensure a full working knowledge of relevant legislation and IT applications to enable the efficient carrying out of the duties attached to the post.
  • To actively encourage the take-up of available benefits, allowances and discounts and the use of self service.
  • To answer and deal with telephone, written or face to face enquiries from customers and stakeholders, as appropriate, providing explanations and clarification of decisions and actions taken and general advice and guidance relating to legislation, policy and procedures.
  • To identify possible irregularities in benefit claims and refer these cases to the Fraud Team. 
  • To assist with the development and implementation of new working methods and systems.
  • To maintain an up-to-date awareness of other welfare benefits and refer cases to visiting Officers and Welfare and Money Advice agencies as appropriate.

About you
This role will suit a well-motivated, enthusiastic team player who enjoys the customer facing environment.
The ideal candidate will have:

  • To ensure that service delivery is maintained at relevant sites and that all duties are carried out to the required standards and frequency
  • Experience of using Revenues and Housing/ Council Tax Benefit software
  • To participate in the identification, delivery and review of your own personal training and development needs and too attend any courses, seminars, workshops applicable to the post as and when required
  • To carry out other duties as directed from time to time commensurate with the grading of the post
  • Ability and willingness to help support and provide guidance, support and advice to less experienced staff
  • To comply with all health and safety legislation and to pursue duties in a safe manner with due regard to the health and safety of others
  • To comply with all aspects of the Council's Code of Conduct and Equal Opportunities Policy

About us

East Herts is consistently rated as amongst the best areas in the country to live, with excellent schools and healthcare, a huge array of green space, beautiful waterways, unique market towns and picturesque villages.  We also enjoy high levels of employment and a diverse local economy.

The vision of the Council is to provide East Hertfordshire residents and businesses with a future that is prosperous and sustainable. In order to achieve this, a number of strategic objectives have been developed, which allow the Council in conjunction with its many partners to focus on the key issues that concern the residents of East Hertfordshire.

Whatever their role, everyone contributes to delivering great services to our local community. Our vision is to preserve the unique character of East Herts and ensure it remains one of the best places to live and work. To accomplish this, our focus is to improve the health and wellbeing of our communities, enhance the quality of people's lives and enable a flourishing local economy. 

Our team is at the very heart of our council - we recognise that together with our elected members, we make the difference to our local communities. We are dedicated to staff development and individual success within a team framework. To help our staff deliver, we provide a supportive work environment, development opportunities and work to help everyone achieve their potential, whilst enjoying a positive work-life balance. 

Benefits of working for us

  • A variety of flexible working options available, including part-time working, job share, compressed hours and home working 
  • Flexi-time scheme
  • Free tea and coffee
  •  Local Government pension scheme
  • Generous  annual leave
  • A range of discounts including high street retailers and local leisure centres
  • Professional environment where your career path really matters and your development is supported by the organisation
  • Flexible and supportive team 

As part of our Green Travel agenda we actively encourage employees to explore more economical and eco-friendly means of travel to work, e.g. public transport, cycle, walk or car share, and support this through a number of initiatives such as Liftshare.

How to apply

For an informal discussion regarding the role, please contact Tanya Booker, Systems, Support & Control Assistant manager  on 01279 502296.

Apply Online

Closing date:  26th September 2019 at 5:00pm.  CVs will not be accepted.

If you do not hear from us within 2 weeks of the closing date please assume that your application has not been successful.
If your application has been successful, the recruiting manager will contact you to invite you to an interview.  We hope you enjoy the process and look forward to making contact with you very soon.
EHC is an equal opportunity employer committed to embracing a diverse and inclusive work environment. We aim to attract and retain the best people regardless of their gender, marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity