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Customer Contact Data Development Co-ordinator

Hours of work: 37 per week
Working pattern: Full-time or Part-time
Fixed term for: 12 months

Closing date: Sunday 9 October 2022
Interview date: To be agreed

For an informal discussion, please contact Tim Carpenter or Anita Cundall - Data Architect/Customer Services Manager tim.carpenter@eastsussex.gov.uk Tim or 07701 394525 Anita.

We have an exciting opportunity to make a real difference in delivering our services to the people of East Sussex.

This role will deliver crucial work to coordinate data from all our contact points with customers across the Council. Overseen by our Customer Experience Board (CEB), we are working hard to understand and improve our customer journeys when they interact with the Council.

We want to create a single, comprehensive dataset of customer contacts across all channels and to turn this data into management information. This will help us better understand the services we provide across the authority and assist us in identifying and developing best practice to continue driving improvements in customer experience.

For this purpose, the CEB have agreed to fund a one-year (extended if part-time) placement for a Customer Contact Data Development Co-ordinator. We are looking for a self-motivated, business intelligence specialist who also has a track record in co-ordinating complex IT based projects, bringing together and working with IT specialists and service providers. Someone who can identify, demonstrate, and help deploy business solutions. The post will provide a single point of contact for data coming in from, and information going out to the numerous services the authority supports.

The Role will be based within the IT & D Information Management Services Team reporting to the Data Architect. The team have extensive knowledge of Business Intelligence methodology, data collection and dashboard creation. The role will also collaborate with colleagues in the Customer Services Team based in the Communities, Economy and Transport Department.

The role is funded either full time for one year or can be extended by working part time over two years. Job-share applications and other flexible working needs will happily be considered. The contractual base for the post is County Hall, Lewes however, ESCC are adopting a hybrid working model, where it is possible to enable staff to be as productive as possible no matter where, when or who they work with. All the necessary hardware will be provided with the role.

Although this post is a fixed term contract, you’ll see all the benefits and further opportunities available when working for East Sussex County Council.

The Job Description (JD) provided for this role is part of our wider Orbis partnership collection of standard JDs.

From the person specifications sections of the Orbis JD, we have selected the core essential criteria that we will be assessing against to shortlist for interviews.

Please see these listed below. Please submit a CV and / or document explaining how you meet the following core criteria. Everything else in the JD we will consider at the interview stage.  

Education, Knowledge, Skills & Abilities, Experience and Personal Characteristics

  • GCSE pass at grade C or above (or equivalent) in Maths and English Language or equivalent experience.                         
  • Previous experience in similar role and demonstrative knowledge of relevant technical or professional area.       
  • Broad knowledge of ICT technologies and experience of using service management software.
  • Excellent interpersonal and customer relationship skills, with strong oral and written communications skills.                     
  • Good negotiation and influencing skills.
  • Analytical and complex problem-solving skills, with attention to detail & accuracy, using your own initiative.
  • Ability to organise and prioritise own work and that of others to meet deadlines.
  • Ability to identify service improvements.
  • A commitment to personal development and training.

Details of the specific qualifications and/or experience

  • Knowledge of electronic communication methods.
  • Use of business intelligence tools to extract information from database systems.
  • Ability to establish effective working relationships with other teams.
  • Ability to use creative and innovative thinking.
  • Ability to work proactively under own initiative.
  • Ability to take responsibility for organising and meeting targets.
  • Ability to work accurately and effectively to tight deadlines.
  • Effective team worker.
  • Good negotiation and influencing skills
  • Excellent analytical and problem-solving skills.
  • Commitment and ability to integrate Equal Opportunities into daily working practices.
  • Commitment to continual service improvement.
  • Knowledge of backend database structures.
  • Experience in organising and chairing meetings.

Additional Information

Your starting salary will be pro rata if the above position is part-time or term-time only.

Work Permits: we may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Border Agency’s Points-based Immigration System.

Due to the restrictions we cannot guarantee that individuals that meet the requirements of the Points-based Immigration System will be issued with clearance to obtain work permits.

If you require any reasonable adjustments, due to disability, to enable you to participate fully in the process please contact the hiring manager on the contact details above.

Reasonable adjustments include things like an offline application form. If you would like to discuss your requirements further, please get in touch.


Equal Opportunities

East Sussex County Council is an equal opportunities employer. We welcome applications from all suitable candidates, regardless of race, gender, sexual orientation, disability or age. All applications are treated on merit.

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  • Job reference
  • orbis/TP/179307/27231

  • Number of positions
  • 1

  • Location
  • Lewes

  • Salary
  • £33,725 - £36,429 per annum

  • Closing date
  • 16/10/2022

  • Organisation
  • East Sussex County Council

  • Department
  • Business Services

  • Contract type
  • Fixed Term

  • Work pattern
  • Full Time or Part Time

  • Hours
  • 37

  • Job type
  • Information Technology