Opportunities

Reports to: Head of Member Services

Hours of work: 25

Job purpose

To provide timely and accurate advice to SLCC members, directing them to relevant advice notes and model documents in the SLCC’s online advice library. Take ownership of the mentoring scheme, working with the Head of Member Services, to ensure clerks are connected with mentors, and that mentors are suitably supported in their roles. Review current advice notes and model documents, liaising with colleagues to ensure content is relevant, up-to-date and in line with legislation. Responsible for allocating calls and emails onto the SLCC’s team of specialist advisors, updating the CRM as appropriate. Contributing copy where necessary to The Clerk magazine.

Key Duties & Responsibilities

• Deliver excellent customer service, providing members with advice in a timely and accurate manner via telephone, email, or by live chat.
• Direct members to relevant advice notes and model documents in the SLCC’s online advice library.
• Refer members to the relevant Specialist Advisor (Employment, Finance & VAT, Planning, Environmental, Legal), or to contacts in other organisations such as Local Council Consultancy, National Association of Local Councils, Association of Local Council Clerks, One Voice Wales.
• Use the CRM to log advice queries and monitor membership feedback, comments, and suggestions, to ensure that SLCC is in touch with the needs of its members and continuously improves how it operates and what it offers.
• Ensure that the information given to members and enquirers is consistent, robust, properly researched and up to date.
• Ensure the documents in the Advice Library are systematically reviewed and updated / amended.
• Provide accurate information and statistics on the number of calls / emails received and responded to monthly, tracking patterns, and reporting data to the Head of Member Services.
• Obtain monthly advice logs from the SLCC’s specialist advisors to feed into the monthly report provided to Senior Management.
• To provide training and / or presentations / webinars on general advice topics (when needed).
• Work with colleagues to provide relevant and timely content for the website and The Clerk magazine.
• Line management of SLCC’s General Advisor and overseeing workload of Specialist Advisors. Managing annual leave, sick leave, ensuring cover is provided etc.
• To oversee the Mentoring Scheme. Work with the Head of Member Services and other colleagues to ensure new clerks are allocated mentors, and existing mentors are suitably supported in their roles. Assist in identifying new clerks and mentors.
• Undertake continuous professional development in identified areas.
• To support the Head of Member Services, and to take on additional responsibilities commensurate with the role as required as the role develops.

Click here to download a job description

For more information, or if you’d like to arrange an informal chat about the role, please contact [email protected]

To apply please send a covering letter and your CV to the email address above.