Crisis & Resilience Fund Officer

We are looking for a Crisis and Resilience Fund Officer to deliver a high quality, front line service to customers, providing solutions to enquiries and issues. This includes responding to customers via telephone, email, letter, social media, and making outbound calls where needed., Regular attendance at your designated base location will also be necessary, and there will opportunities for some remote work. Final arrangements will be confirmed with the successful candidate. Where service demands you will be required to participate in a rota to provide cover between the hours 8am to 8pm, 5 out of 7 days per week, including weekends and bank holidays. You may need to be able to travel independently around the county, including to areas that may not be easily accessible by public transport. Pool cars and pool bikes are available. About the Job The Community Hub is a customer focused service that adapts quickly to deliver key local authority and government priorities. The Crisis and Resilience Fund provide vital, time-limited support to residents when they need it most. In this role, you will contribute to the effective delivery of the service by supporting a high volume of resident enquiries. You will provide clear, accurate information, advice, and guidance, as well as signposting and practical support via telephone, email, and online forms. You will also play an important role in identifying trends and sharing insights with the wider team, supporting service improvements, managing demand, and ensuring customers and the contact centre receive timely and relevant information. This is an excellent opportunity to make a meaningful difference by supporting residents at critical times and helping to shape an effective and responsive service.

If you have strong customer service skills, are confident using IT systems, and enjoy working with a diverse range of people, this could be an excellent opportunity for you!,

• Excellent verbal and written communication skills.
• Influencing skills to be able to persuade colleagues to draft responses to letters and provide information on progress.
• Able to prioritise between competing demands and remain calm when dealing with irate or unhappy customers.
• Proficient IT skills.
• Experience of working in a customer service role.
• Knowledge of the processes involved in the work of prevention and crisis support, to be able to explain to customers what stage a piece of work is at, how it will progress, etc.
  
  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.
A laptop and mobile will be supplied if applicable to your role. You will benefit from 25 days annual leave, rising to 28 days after 5 years' service (pro rata for part time) 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.