Web and Information Officer

Job Description

We are looking for someone who is committed to helping local residents and families access information, help and advice. The Customer Relations Team provides the statutory Family Information Service for East Sussex County Council and manages the complaints process. Full training will be provided; detailed knowledge of Children’s Services is not required.

This fixed‑term (12 months) role is based at County Hall, Lewes. Applicants may work full time or part time, with core hours of 10 am‑3 pm and some flexibility around other hours. The successful candidate will work primarily in County Hall, with occasional days working from home.

As a key member of the team you will run a busy helpline to support customers in accessing the right information. Responsibilities include:

• Triage queries, feedback and complaints with sensitivity, ensuring customers are directed accurately and promptly.
• Act as the first point of contact for complaint‑makers, providing advice, listening carefully, and attempting to resolve complaints or signpost appropriately.
• Understand and explain complaints policies and processes, even when communicating with upset or angry individuals.
• Deliver the statutory duty to keep families informed about registered childcare.
• Contribute to the development of online content for the ESCC website, supporting colleagues across Children’s Services to produce accessible material in the language of our customers.
• Support schools through our traded service.

Qualifications

• Understanding of what constitutes excellent customer service.
• Ability to remain calm, polite and professional when dealing with the public.
• Knowledge of services for children and families.
• Ability to prioritise conflicting activities.
• Communication and negotiation skills.
• Confidence in communicating with stakeholders and colleagues at all levels.
• Experience of working with children and/or families and/or adults in a support role.

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

We offer a diverse range of benefits to help and support you during your employment. For an informal discussion about this opportunity you may contact Polly Walsh, Customer Relations and Information Governance Manager, at Polly.Walsh@eastsussex.gov.uk.

If you require sponsorship to work in the UK, please let the hiring manager know this in your application so we can check eligibility. If you require any reasonable adjustments due to disability, contact the hiring manager on the contact details given above.

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