Job Title: Customer Care Assistant (West)
Location: Apsley
Starting Salary: £23,500 progressing to £25,979 pa 
Hours: 37 per week
Contract: Permanent

Diversity: We are an inclusive employer and value a diverse workforce

Job Duties:

We are recruiting a Customer Care Assistant for the statutory SEND Service to monitor “front line” communication points for the service.

This is a fast-paced role, which requires excellent communication skills and the ability to research and source a range of information from various places.

The post holder will be able to answer initial queries immediately and they will direct others to the correct part of the organisation for effective response and resolution. This role is integral to supporting initial contact with families and professional partners including schools to ensure they feel supported and listened to from first point of contact.

The post holder will need to be competent in the use of a range of IT packages and demonstrate an understanding of the challenges that children/young people who have special educational needs and/or disabilities face and the impact this has on communications with families. You would be joining a very supportive team at an exciting time for SEND in Hertfordshire.

Ability to remain calm and professional at all times is essential, particularly when responding to frustrated or anxious callers.

You’ll be working through the migration of information into our secure data base therefore you will need a keen eye for detail to make sure that the right case information is entered.

About you: you will be educated to GCSE level or equivalent. You will have excellent communication and customer service skills. You will have a keen eye for detail and be  comfortable working with a range of systems and processes to deliver high quality service support.

You will be skilled at building relationships with a range of colleagues, have the ability to assess situations quickly and make good, sound professional judgements on progressing the contacts with the service to enable positive communication without delay.

Our Customer Care Assistant roles provide a great opportunity to learn more about the services provided by Integrated Services for Learning to children, schools, and families across Hertfordshire.

There are lots of opportunities for training and development in this role, as well as a great opportunity to contribute to the delivery of a statutory service.

Finally, our team is friendly and supportive – lots of experience and knowledge to share and delighted to welcome new joiners!

Closing Date: 26th November 2023
Interview Date: 4th December 2023

For an informal discussion and more information please contact: Karlla Hopwood, Karlla.Hopwood@hertfordshire.gov.uk

Additional Information

Benefits of working for us:
• Flexible Working Arrangements (depending on the role)
• Excellent Career Development
• Salary Exchange for Additional Benefits
• Excellent Pension Scheme with Employer Contributions
• Shopping Discounts
• Support Groups & Wellbeing Schemes

Disability Confident: We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency: The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.

CS Roles Only: We expect all Children Services employees to fulfil Hertfordshire's Professional Promise for how children, young people & young adults with special educational needs and / or disabilities and their families should be treated. It is our agreement to place families and children at the centre of what we do, and helps parents and carers to understand and be able to hold us to account for how we provide our services. For further information please visit: ‘Professional Promise’

How to Apply

As part of the application, you will be required to upload your most recent CV ensuring gaps in employment have been addressed and asked to answer the 4 key questions which are located at the end of the advert and a template can be found in the 'Available Documents'.

1. Why do you think you think you would be suitable for this role?

2. What are the top 3 priorities you are looking for in a role?

3. What does success look like for you in this role?

4. How would you manage multiple priorities and demands in this role?

If you do not provide answers to the questions and upload to your application, your application will be rejected.