• Analyse patterns of enquiries and produce reports
• Assist surgeries and other meetings and follow up as appropriate
• Attend constituency meetings as appropriate
• Critically analyse patterns of enquiries and articulate the findings in reports and communication with the MP and other staff members
• Deal with large numbers of standard queries, as well as assisting on more complex cases from members of the public by phone, email, social media or face to face. Ongoing communication may be required
• Draft responses to constituents
• Ensure records are kept and information managed confidentially in line with the data protection legislation
• Ensure that each case is dealt with promptly, sensitively, confidentially and accurately in accordance with the MP
• Follow up on social media queries and comments
• Gather relevant information to assist with resolving cases
• Log all cases; monitor progress and ensure all identified actions are taken
• Manage and monitor social media enquiries, dealing with cases that do not need to be transferred to a higher level. Ensure all enquiries are dealt with in a timely manner
• Retain records and information confidentially and in line with the Data Protection Act
• There may be a requirement for the role holder to work outside of the normal working hours and travel for work occasionally
• Diary management and minute taking
• Database management using office software (e.g. Microsoft Office) to handle administrative cases.

Person Specification

• Excellent interpersonal, oral and written communication skills, with a polite, confident and empathetic approach to public engagement.
• Excellent IT skills, MS Office Applications, Word, Excel and Outlook, training to be provided for bespoke software
• Motivated to work independently as well as the ability to demonstrate patience and empathy.
• Customer service experience, an ability to communicate professionally both in person and via telephone
• Experience of casework, experience in Housing, Finances, Benefits, Health & Well-being
• Experience of supporting the planning and organising of events
• Knowledge of the Ashford Constituency