Working hours: 37 hours per week

Contract type: Fixed-term until 31st March 2028

Do you have experience working with procedures, legislation or regulatory services and the ability to manage comprehensive administrative tasks in a fast paced environment? Would you be confident handling detailed licensing enquiries and processing applications accurately, while delivering high quality customer service within a busy call centre role? Can you communicate clearly with residents, businesses and colleagues across a range of channels? If so, this role could be for you.

Colchester City Council are seeking a Contact and Support Officer – Licensing to provide a responsive enquiry and application-processing service for residents, visitors and businesses. The role sits within Contact & Support and combines excellent customer service with accurate processing of licensing-related enquiries, applications, payments and supporting information, working closely with colleagues across the Council.

Colchester City Council is committed to delivering high-quality and accessible services to residents, visitors and businesses. They are a local government authority providing a diverse range of public and commercial services across Colchester, the second largest district in Essex.

Duties of the role

The successful candidate will provide a professional first point of contact for licensing customers, responding to enquiries by telephone, email, face to face and online channels while accurately progressing applications and administrative processes. You will follow relevant policies, procedures and legislation, interpret information carefully, maintain accurate records and use a range of Council systems to ensure enquiries and applications are handled efficiently and within required timescales.

Key duties will include validating and processing customer applications and document, identifying and requesting further information where required, dealing with technical and payment queries. You will build and retain detailed service knowledge, work with colleagues across Council services, contribute to process and service improvements, and support customers to access online services where appropriate. Customer service remains central to the role, including taking ownership of enquiries and communicating clearly and professionally with customers whose circumstances or enquiries may be complex or sensitive.

Qualifications and skills required

To be successful in this role, you will need strong customer service and administrative skills together with excellent attention to detail and the ability to follow procedures accurately. Experience of licensing, regulatory services, application processing or a similarly detailed administrative environment would be particularly valuable. You should be confident using multiple IT systems, handling detailed customer enquiries and prioritising work in a busy environment. Microsoft Office 365 experience would be beneficial.

What we offer

The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period.

Other benefits include:

Flexible working
Hybrid Working – Mixture of working in Rowan House and at home
Gym, travel and online retail discounts
Excellent training, development and progression opportunities

For an informal discussion about this vacancy, please contact Sandra Franks, Contact & Support Team Leader, 01206 506441.

For a copy of the job description, please click here.

Colchester City Council has a wide range of services and facilities that can involve dealing with children or vulnerable adults. We treat our obligations for the safety of children and vulnerable adults seriously and expect our staff to be committed to the principles of our published policies and to adhere to the procedures contained within them.