Complaints Officer (Internal Staff Pool)

Main Purpose Of Job

To deal with complaints and freedom of information requests received through the chief executive’s office, investigating the issues raised and ensuring follow-up, liasing with directors and managers to provide an effective and comprehensive complaints response service.

To provide a comprehensive complaints service for customers contacting the council through the chief executive’s office, whether in person, by telephone, letter, fax or e-mail, and investigate issues and problems, and draft well-written responses in a timely, open and comprehensive way.

To work with and advise directors and directorate staff, to ensure responses are well written and produced on time.

To deal with the initial stages of complaints from the Local Government Ombudsman.

To provide a dynamic, sensitive and responsive customer relations service, which ensures the council meets its statutory and non-statutory obligations, in accordance with relevant legislation.

To champion effective management of complaints and enquiries by actively promoting best practice, sound customer care across the range of services within the council supported by quality assurance and by using feedback from complaints and enquiries as a focus for training and continuous professional development and service improvement.

To manage the workload of the Customer Relations Team and ensure that appropriate systems are in place so that all complaints and enquiries are processed and resolved in a timely, fair and transparent manner, working independently buy supportively of the professionals providing the service.

To be responsible for undertaking, monitoring and evaluating service reviews, benchmarking, Customer Relations Standards, Performance Indicators (national and local), Council’s Customer Care Policy, Customer Satisfaction relevant to the Customer Relations Team.

If you have any queries, please contact us on 01634 332878 or if you would like to have an informal discussion with the recruiting officer call Jake Butterworth on 01634 332852.

CRB Disclosure at Enhanced level will be required prior to any offer of employment and this post is exempt from the Rehabilitation of Offenders Act 1974.

How to apply

For details on how to apply for this role, please read the attached Guidance Notes, which includes the Job Profile/Person Specification.

If you are applying online, you will need to read through this prior to commencing your application.