Member Enquiries Officer

England, Essex, Chelmsford
£24735 - £26800 per annum
26 Feb 2021
25 Mar 2021
Contract Type

Member Enquiries Officer

Fixed Term - maternity cover for at least 9 months, from early May 2021

Full Time, 37 hours per week

Up to £26,800 per annum

Location: Chelmsford / remote

Closing Date: 7th March 2021

Do you have strong written and verbal communication skills? Do you enjoy providing high quality customer service?

The Member Enquiries Team manages enquiries from County Councillors and Members of Parliament, we are seeking a new Member Enquiries Officer to join the team for maternity cover of at least nine months.We are seeking an excellent communicator to join our team to request information and prepare responses on a wide range of queries and complaints to support our elected representatives engage with their residents.

The postholder will:

  • Manage requests for information and service requests (written, verbal and face-to-face). This may involve meeting with Councillors and officers to discuss problems and advise on standards that can reasonably be expected
  • To provide a speedy and courteous response to proposals, queries and complaints from customers, both internal and external.
  • Diffuse difficult situations, negotiating and handling objections and complaints in a diplomatic and tactful way to achieve the best possible customer satisfaction
  • Proactively seek customer feedback and ensure managers are aware of customer views
  • Assist in maintaining a comprehensive record keeping system to provide full information to colleagues in the future
  • Ensure projects and programmes from functional teams are regularly updated and customers (internal and external) are kept appraised of progress
  • Take responsibility for self-development, learn from mistakes and take positive steps to improve individual performance
  • Take shared responsibility for the whole team and actively support development of a team culture with high professional standards and a commitment to continuous development.
  • To be shortlisted you need to demonstrate:

    • Ability to record information accurately and pay attention to detail in written and oral communication
    • Excellent communication skills and able to communicate clearly on all levels
    • Previous telephone customer services and complaints handling experience with demonstrable customer service skills
    • Experience of engaging with elected members
    • Strong IT skills including use of Microsoft packages (Word, Excel, Outlook etc.)
    • Evidence of Continuous Professional Development
    • Self-motivated and resilient approach to work.

    The post sits within Democracy and Transparency, a service within Legal and Assurance/Corporate and Customer Services that brings together Democratic Services (Member and Civic Support, Committees and Council support, Statutory School Appeals) Member Enquiries and Information Governance and Transparency.

    As a service our vision is to:

    • Support our members and the democratic process by providing excellent services and high-quality advice; and
    • To help the public to exercise their rights to information.

    To find out more about the role and to see if it would suit you, please contact Richard Buttress, Democratic Services Manager via

    We are also recruiting to a Democratic Services Officer post; for more information about this role, please visit the Working for Essex website.

    Interviews will take place in week commencing 22 March 2021.

    Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

    We seek the best talent from the widest pool of people as diversity is key to our success.