Lewes, East Sussex, United Kingdom (Hybrid)
Job Info
* Job Identification 3125
* Job Category Customer Services
* Posting Date 05/01/2026, 03:00 PM
* Apply Before 05/10/2026, 10:59 PM
* Locations County Hall, Lewes, BN7 1UE, GB (Hybrid)
* Enable Applications Yes
* Working Hours up to 37
* Salary From 28,720
* Salary To 29,398
* Working Pattern Full Time or Part Time
* Contract Type Fixed Term Contract
* Number of Openings 1
Job Description
We are looking for someone who is committed to helping local residents and families access information, help and advice.
As a member of the Customer Relations Team you will work full time or part time providing the statutory Family Information Service for East Sussex County Council and managing the complaints process. You will operate a busy helpline, triaging queries, feedback and complaints, and ensuring customers are directed to the correct service on first contact.
Key responsibilities include:
* Running the helpline and providing accurate information about council services to residents.
* Triage and resolve customer queries and complaints, signposting and explaining complaints policies and procedures.
* Deliver the statutory duty of ensuring up‑to‑date childcare information is accessible to families.
* Contribute to the creation of online content for the ESCC website and support education partners in producing accessible material.
* Participate in full training and induction programmes with the Children’s Services team.
* Work the core hours of 10am–3pm and support flexible hours as required, including occasional remote work from home.
Required skills and experience:
* Excellent customer service skills and a clear understanding of what constitutes good service.
* Calm, polite and professional approach when dealing with the public.
* Knowledge of services for children and families.
* Strong prioritisation ability to manage conflicting activities.
* Effective communication and negotiation skills.
* Confidence in communicating with stakeholders and colleagues at all levels.
* Experience working with children, families and/or adults in a support role.
Preferred additional experience: customer service and web experience.
This is a 12‑month Fixed Term Contract role with a full training and induction programme.
Benefits
We offer a range of benefits to support you during your employment. Information is available on the benefits page.
EEO Statement
We welcome applications from all qualified individuals and provide reasonable adjustments where required. If you need sponsorship to work in the UK, please indicate this in your application.
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