Recruitment – Job Summary



|Post Title |Customer and Communications Project Support Officer |

|Job Family |Customer and Community Engagement |

|Line Manager |Customer and Communications Strategy and Planning Manager |

|Location |NCO - Aylesbury |

|Job Purpose |

|To support communications and customer experience projects which promote a clear understanding of council services, policies and objectives, amongst |

|employees, residents and key stakeholder groups, thereby enhancing the reputation of the council locally and nationally. |

|Includes working with colleagues to deliver projects within agreed budget and timescale; assisting in the planning, delivery and evaluation of key |

|campaigns and initiatives; creating and updating content for a range of channels. |

|Job Context |

| |

|Drive and own the maintenance of key cross-council planning and evaluation products, such as the communications calendar and dashboard; taking the |

|initiative on information gathering, drawing from a wide range of inputs to ensure content is comprehensive, accurate and current. |

|Undertake daily media/social media analysis and evaluation (ensuring accurate records of all coverage are kept) and produce draft summaries |

|(incorporating media and social media coverage, and stories under development - including horizon scanning for new legislation, policies and local |

|politics and emerging news events). |

|Update, maintain and create content for the council website and intranet, demonstrating a good understanding of accessibility and usability issues. |

|Create content that meets accessibility requirements. |

|Support the delivery of online events including live chats, broadcasts, blogs and Tweets. Contribute to the social media sites managed by the team and |

|across the council. |

|Support campaign work where required including copywriting and design work e.g. infographics. |

|Support the Customer and Communications Strategy and Planning Manager on research/customer insight and evaluation projects. |

|Support the Customer and Communications Strategy and Planning Manager in the management and maintenance of Panacea and the Approved Supplier List. |

|Support the wider Customer Experience and Communications Team on project management for major communications and customer related projects, with |

|responsibility for monitoring project plans and other project documentation, organisation and minuting of meetings, progress chasing etc. |

|Management and development of communications databases. |

|Support the Customer Experience and Communications Team on business planning, risk management and performance monitoring. |

|Knowledge, Skills and Experience |

|Role Profile requirements. |Job specific examples. |Essential |Desirable |

| |(if left blank refer to left hand | | |

| |column) | | |

|Excellent oral and written communication skills to enable interaction with staff,|Copywriting (online and offline) for |( | |

|senior management, Councillors, suppliers and the public |different audiences | | |

|Ability to persuade and influence others to ensure information is received in a | |( | |

|timely manner, such as status reports | | | |

|Excellent customer service skills: confidence in responding to enquiries; able to| |( | |

|deal effectively with a wide range of queries, including initial handling of | | | |

|calls from the media; able to act as the point of contact for the service area in| | | |

|the absence of officers, and to receive visitors and maintain good public | | | |

|relations. Proven ability to Think Customer – looking for improved ways of | | | |

|working to improve the customers’ experience. | | | |

|Good ICT skills – particularly standard Microsoft applications and mail merge and|Production and maintenance of project |( | |

|related online and Microsoft design packages |documentation. Production of some | | |

| |campaign materials including | | |

| |infographics | | |

|Very good planning and organisational skills, with proven ability to prioritise |Ability to draft plans, track progress|( | |

|and co-ordinate workloads, monitor and evaluate work, ensure deadlines are |and monitor the achievement of project| | |

|achieved |objectives; Ability to monitor | | |

| |schedules and keep records up to date | | |

|Proven ability to respond to change and requests requiring urgent attention |Initiative to effectively manage |( | |

| |competing priorities | | |

|Proven experience of invoicing and maintaining database | |( | |

|Experience of project planning and delivery | |( | |

|Proven ability to work as part of a team and to use own initiative | |( | |

|Proactive approach to problem solving | |( | |

|Experience of working in a communications environment (in particular within a | |( | |

|local authority setting) | | | |

|Qualifications |

|Role Profile requirements. |Job specific examples. |Essential |Desirable |

| |(if left blank refer to left hand column) | | |

|Education to minimum GCSE/NVQ Level 2 in English and Maths,| |( | |

|or equivalent; ideally education to NVQ Level 3 or | | | |

|equivalent | | | |

|Other Requirements N/A |

|Decision Making Accountability |

|Budget: This role is not responsible for managing or monitoring a budget. |

|Reporting line: There are no posts under the roles reporting line – direct or indirect. |

|Key Stakeholders: Customer and Communications Officers, Customer Experience and Communications team leaders, Head of Customer Experience and |

|Communications |

|Plans accountable for: Monitor Communication Plans for adhering to timeframes (adhoc), produce Communications Calendar (monthly), produce Communications |

|Dashboard (monthly), Media Summary (daily) |

|Key Decisions: Prioritising workload, Items for inclusion in Daily Media Summary, providing advice on existing or new communications |

|The job involves travel for business purposes: Never* |

|Organisation Structure (optional) |

| |

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