Customer Services
with our customers. Our work shapes and changes lives.
Welcome to Customer Services
“Our Customer team is the front door to Essex County Council. Our people believe in putting residents and businesses first. Join the team, and you’ll make everybody welcome.
Our aim is clear: to develop and improve the customer services we deliver to the people of Essex. We want to provide more services online and make it easier for people to contact us and do business with us.
Our high-level responsibilities are to define the customer experience across Essex County Council, drive its development and delivery, and embed our Customer Promises. We also handle projects to transform the customer experience, reduce avoidable contact, improve processes and encourage channel shift to reduce demand.
Putting this all together, it couldn’t represent a more diverse or interesting set of opportunities.”
Margaret Lee, Executive Director, Corporate & Customer Service
Roles within Customer Services
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Libraries
With over 70 libraries across the County (some of which are co-located or shared service delivery with community of voluntary sector partners) and two mobile libraries reaching out to local communities, we want to get the library experience to every corner of Essex.
Libraries are much more than a place where books are stored, they are places where communities come together to learn and share experiences. We want to deliver a library service that is fit for modern life and adapts to the needs of our customers. We look for people who really wants to make a difference for the citizens of Essex.
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Registrars
Our Registration Service has 8 main offices across Essex. The Registration Service meets Essex County Council’s statutory and legal obligations and General Register Office requirements, regarding the registration of ECC citizen life events, including births, deaths, marriages, civil partnerships and citizenship ceremonies.
The complexities we have within the Registration Service at Essex County Council can be large, but the opportunity is even bigger. We look for people who can bring new and modern ways of working to the second largest Registration Service in the country. You will be encouraged to share your ideas and experience and be at the heart of creating and delivering best fit solutions under the governance and legalities of our governing body, the General Register Office.
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Coroners Service
Our Coroners Service investigates deaths that appear to be sudden and of an unknown cause. It is the responsibility of the Coroner to make enquiries to establish who the deceased was, when, where and how they died. Essex is one of the busiest coronial services in England and Wales, including not only Essex but also Southend-on-Sea and Thurrock Councils. The service is in Chelmsford and has its own dedicated court.
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Statutory & Regulated Services
Our Statutory and Regulated Customer Services teams handle the applications for admission of over 45,000 children to Essex schools each year, alongside assessing the eligibility for transport and free schools meals for circa 20,000 children each year. The service also deals with 25,000 annual applications for Blue Badges for those with disabilities as well as highway license applications.
The Complaints and Compliance team manages all customer complaints received by the Council, working with service areas to respond and where possible resolve any concerns. It also co-ordinates statutory complaints for adult and children’s social care, as well as all enquiries and investigations from the Local Government Ombudsman.
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Customer Contact Centre
The Contact Centre resolves external customer enquiries and are the first point of contact for queries.
By managing initial contact from customers more effectively, increasing customer self service, and delivering through digital channels, we can offer a more effective and efficient service for Essex residents. And, to us, that’s what counts.