As a Customer Communications Officer you will collaborate closely with the Customer Services Team to facilitate communication for our customers, ensuring a seamless and effective customer journey through both online and offline channels. The role will sit within the PMO office, which is a central team that brings all Planned Delivery together.
There will be some key responsibilities likely to feature in this role, including:
- Excellent communicator at all levels of the organisation, with external providers such as consultants and contractors and with West Sussex residents and businesses.
- Providing the right messages that support each entry point for our customers that include Members, our Customer Contact Centre, social media platforms, emails and webpages.
- Supporting and crafting planned delivery communications for both crisis and everyday business messages, making sure these messages are straightforward and easy for the customer to understand.
- Direct customer support: supporting the customer journey through our webpages by ensuring ease of access to relevant information, while keeping all content up to date and accurate.
- Assisting with process and event reviews, as well as supporting the execution of projects and initiatives as necessary. This could include mapping current processes, recommending enhancements and researching marketing and communications practices of other organisations to provide valuable insights for policy and practice development.
Qualifications and experience
- Strategic communications knowledge and skills and a relevant degree or equivalent qualification or demonstrable experience.
- Developed communication skills with the ability to confidently build relationships with stakeholders at all levels and influence a specific course of action.
- High IT competency including a good knowledge of Microsoft packages, specialist software, social media and using specialist IT systems to manipulate data.
- Experience in delivering customer-focused services to a diverse range of customers, preferably in a marketing, communications or related field.
- Strong problem-solving skills with the ability to diagnose, research, analyse and interpret complex information and prepare reports that include clear and justified recommendations.
- Excellent organisational skills. Adept at prioritising tasks and coordinating a range of responsibilities in a clear and logical manner to meet established deadlines.
For more information on the Key Skills, 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 EIE01458.
For an informal conversation or for further information regarding the role, please contact Harriet Barr at Harriet.Barr@westsussex.gov.uk
For an informal conversation regarding the application process, please contact Emma Cooper (Recruitment Specialist) at Emma.Cooper@westsussex.gov.uk .
Does this sound like the opportunity for you? To apply, please follow the links below to upload your CV and Cover Letter. In your cover letter, please outline your motivations for applying and explain the skills and experience you can bring to the role (please refer to the key skills) ensuring 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.
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 help page.
EC
Job Reference: EIE01458