ABOUT YOU

Training will be provided on our processes and systems. The following will help you succeed:

• Strong organisation, accuracy and attention to detail; able to juggle tasks and meet deadlines.
• Clear, empathetic communication and a calm, diplomatic approach to challenging situations.
• Confident IT user, especially Excel, Word and databases. Experience with electronic records is a plus.
• Ability to quickly learn service criteria and processes; knowledge of Blue Badge and Concessionary Travel criteria
• A collaborative mindset, open to improving how we work and taking responsibility for outcomes.

ABOUT THE ROLE

You’ll coordinate day-to-day delivery of our services to Essex County Council, helping to keep things running smoothly for applicants, colleagues and commissioning clients. The role focuses on organising schedules, maintaining accurate records, and supporting performance against KPIs, including preparing updates for internal and external meetings. You will act as a first point of contact for service delivery queries and help to resolve issues promptly and diplomatically.

KEY RESPONSIBILITIES

• Monitor and help achieve service KPIs, identifying areas for improvement and contributing to customer review meetings.
• Maintain accurate client records, book rotas, schedule appointments and clinics, and liaise with assessors.
• Collate performance data and feedback, preparing clear updates for managers and commissioners.
• Provide prompt, clear information to customers by phone and email, handling escalations sensitively and on time.
• Support colleagues, share responsibility for team workload, and contribute ideas for service improvements.