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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