We are currently working with a Local Authority who are looking for two complaints officers to work within the new Customer Experience team in Customer Access & Digital Services and to support the centralisation of the Directorate feedback process.
Customer Complaints Officer
Location: South West – Fully Remote
IR35 Status: Inside IR35
Your duties will include:
- Be the first point of contact in relation to feedback to the Directorate, ensuring collation of information and producing high quality responses to residents
- Work as a member of the Customer Experience central team, to oversee the effective and efficient running of the feedback processes, and ensuring that the Council is fulfilling its statutory and regulatory obligations
- Investigate and respond to complaints concerning the Directorate within agreed policies and practices to achieve satisfactory resolution for the customer
- Work with the Customer Standards Lead and colleagues in the Customer Experience Team to manage the directorate’s customer feedback (compliments, comments & complaints)
- Deliver a high level of customer satisfaction with the feedback process through resolving as many complaints as possible at an early stage and finding opportunities to develop and maintain positive customer relationships
Required skills and experience:
- Proficient in the use of Microsoft IT packages with working knowledge of, or commitment to learn, Lagan and relevant service-specific software
- Customer-minded, with an understanding of the principles and practice of excellent customer service
- Basic understanding of how Local Government works and the sector in which the Directorate operates
- Prio experience in complaints handling and resolutions
If you’re interested, please send through an up-to-date CV then I can drop you a call to discuss further.