Job Description

Customer Services Assistant (Visa Checking)
Fixed Term, Part Time
25,081 per annum (full-time equivalent)
Location: Chelmsford
Working Style:
Please note this role is a Secondment or Fixed Term Contract for 12 months.
Part Time 18.5 hours per week (with opportunities to work extra hours where available to cover annual leave and with increases in appointments). The pro rata salary based on 18.5 hours will be 12,540 per annum.
Visa Desk opening hours: Monday - Friday 8.45am - 5.15pm Saturday 8.45am - 5pm.
Please Note: Candidates will need to be available to work in shifts when the Vias desk is open, Monday - Saturday.
The Role
Your role will provide a face- to-face service, supporting customers with their visa and citizenship applications.
You will deliver a service on behalf of the UK Visas and Immigration Service (UKVI) and TLS Contact by helping people who have already completed their visa application online to scan and submit their documentation. This means applicants won't have to post off vital documents, like passports, and can complete their visa application locally. Libraries across the country are being chosen as locations which applicants can visit in person with their documentation. The service for Essex residents is delivered from Chelmsford Central Library.
The ideal candidate will enjoy working with customers of all ages and backgrounds. Effective communication skills are a necessity together with good listening skills to ensure that you can deal with customer enquiries and queries appropriately.
As this service is being provided on behalf of the UKVI Service/TLS Contact and specialist software will be provided, you will need to be willing to undertake the necessary checks to receive Baseline Personnel Security Standard (BPSS) clearance. The role will be fully trained, competent, and experienced in undertaking all duties and functions.
Above all, we are looking for people who genuinely enjoy operating in a customer-focused organisation.
Accountabilities

• Capture and digitise information as part of a process.
• Act as a first point of contact for customers.
• Manage customer expectations, always interact and display professionalism.
• Adhere to the Quality Framework, ensuring performance targets are met daily and accuracy targets are achieved.
• Manage challenging situations always displaying professionalism.
• Work as part of a team and work independently, managing your time appropriately, always working efficiently.
• Understand the needs of customers and deliver the best possible outcomes through exemplar customer service.
• Answer enquiries from customers promptly, providing accurate information - including referral to other services as appropriate - in a timely fashion.
• Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.
• Post would be subject to successful Baseline Personnel Security Standard (BPSS) clearance.

The Experience You Will Bring

• Ability to work with a high level of speed and accuracy including experience of handling confidential and sensitive information.
• Excellent organisational skills with great attention to detail.
• Effective problem-solving skills and be a team player who constantly displays commitment and flexibility.
• Experience of working with the public in a customer-orientated service.
• The ability to develop and maintain good working relationships with colleagues.
• The ability to deliver a high-quality and caring customer service in a professional and timely manner, creating trust and confidence.
• Excellent communication and interpersonal skills.

To read more about our business area, please visit:
Why Essex?
As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we're committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in . With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.
In February 2025, Greater Essex was accepted onto the Government's devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about ) on our careers site
Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.
Once you've secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.
At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the , including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join
If you have queries on this role or require anything further, please email
Follow us on , , and . Further details can be found on our .
Downloads
| | |

Skills Required