We have a position to fill in a brand-new role within the heart of the council’s digital team providing essential support for our public facing digital services. As part of our DevOps team and working very closely with our Digital Communications teams you’ll be responsible for handling support requests submitted online and for providing telephone support to some internal stakeholders who provide information and support for digital services to their external customers. It’s a great opportunity to learn more about how digital services are developed, delivered, and supported and you’d be central to educating internal stakeholders on new digital services, features and processes we release on a regular basis.
We develop on low-code platforms recognised as leaders in Gartner Magic Quadrants using Agile methods in a demanding, fast-paced, and sometimes challenging environment. One of the platforms we develop on is Mendix and the team has just been declared the winner of the Digital Transformation Award at Mendix World 2021.
The demands of the Covid-19 pandemic response have increased and accelerated both the profile and the expectations around our digital offering. We are developing an increasingly centralised, modular, and integrated set of solutions, enhancing the services we provide through our MyAccount customer portal and other integrated digital transactions. The increasing capability and complexity of the services we provide obviously require excellent support services to ensure our residents and businesses can access and benefit from those services.
The role requires a thorough understanding of the public-facing transactional services and their intrinsic customer journeys, a comprehensive understanding of the council’s structure and services, and excellent customer-focused communications skills. Candidates are expected to evidence similar skills and experience but obviously training would be provided for the council specific solutions, procedures, and business structure.
Depending on your background and experience, the role may have a stronger technical focus or a focus on communication and effective content/data production and maintenance, therefore offering progression opportunity within the IT&D Digital and Data teams or into the Digital Communications team.
About the role
Role Tasks and Responsibilities
The role sits within the Digital team within the wider Digital and Data team which consists of Digital Development (DevOps), Data Solutions and Platform Engineering and would be expected to work with those teams, Digital Communications, and other council teams who provide digital services, including Revenues and Benefits, Parking, Social Care, Schools and Waste Management teams.
To act as first line support, for MyAccount and other Digital Services
To take responsibility for customer service, helping customers register for and access information and services through online digital channels
Use diagnostic tools and digital systems to manage external end-user issues through to resolution
To obtain and maintain a thorough knowledge of complex applications and digital services including MyAccount, and its integrated applications and 3rd party systems
To maintain and publish Case Management, MyAccount and related digital services documentation
To maintain a thorough and up-to-date knowledge of issues within MyAccount and its integrated applications
To provide overviews, training, guidance, and ad-hoc advice for staff on digital products and regular and typical support requests
To work closely with the DevOps team to maintain a detailed awareness of product releases
To work with the Digital Communications team in the production and coordination of appropriate messages for the web site
IT and Digital teams are a diverse and truly international group. Just within the Digital and Data teams we have people from all over the world, including the South Africa, Serbia, Taiwan and across the UK.
You'll find us an open and welcoming group of colleagues who encourage a respectful, supportive, and collaborative work ethic. We completely endorse a flexible workplace, with our staff working full time, part-time, and compressed hours, to fit around care commitments and work life balance needs. With everyone working remotely, we found ways to keep connected and keep up some social contact with work colleagues through daily morning meetings and informal lunchtime virtual gatherings. We’re now considering everyone’s needs and how we maintain an effective approach to working as a return to the office environment becomes a possibility in the context of hybrid working.
Our team develops its staff through internal and external training and identifying and providing opportunities for development. For example, one of our digital team managers joined us as an apprentice from a non-IT background just over 5 years ago!
If you enjoy working for a demanding, progressive, and diverse organisation, and bring with you a background in excellent customer support in a technical environment, we welcome your application. Please evidence your relevant experience against as many of the Principle and Role Specific Accountabilities in the Job Description as you can.
As part of your application, you will need to upload your CV and answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as they will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (CV guidance (brighton-hove.gov.uk) and Shortlisting questions guidance (brighton-hove.gov.uk)) as this gives important advice which will increase your chance of success in the shortlisting process.
Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.
Work Permits: We may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Visas and Immigration (UKVI) Points-based Immigration System. Please see Gov.uk for more information on the Skilled Worker Visa.
Please see the Orbis Partnership webpage for further details on Orbis.
Please note this role is subject to a Basic Disclosure Check.
We welcome applications from all sections of the community but particularly encourage applicants from a BME or White Other background as well as those who identify as, LGB, male or trans as these groups are currently under-represented in our Directorate workforce.