Customer Service Officer (Complaints and Freedom of Information)

Customer Service Officer (Complaints & Freedom of Information)
37 Hours per week
Salary range: £19,210 – £21,415

Mole Valley District Council is looking to recruit a full time Customer Service Officer.

The successful applicant will work as a member of the Customer Services team handling customer contact face to face, over the telephone and in writing. In addition they will have specific responsibility for responding to all Freedom of Information requests within the statutory time frame and co-ordinating responses to Complaints made to the Council. Complaints handling training will be provided.

The role will include providing relevant statistical data and identifying and delivering training opportunities to develop the way the Council handles these issues.

It will also provide an opportunity for the post-holder to examine the methods used to capture complaints data and consider how that information can be used to improve the service we offer to our customers.

The successful candidate will work within the Customer Service rota which will include working on a Saturday morning at our Help Shop in Leatherhead approximately once every 6 – 8 weeks.

Committed to customer service with experience of taking responsibility for issues and seeing them through to conclusion, the appointee will have a flexible approach to working hours (within the range 8.15am to 5.15pm), days and location (either Dorking or Leatherhead). The ability to remain calm when under pressure and confidence in dealing with people to provide a high level of customer service is essential; as is a thorough knowledge of Microsoft Office – in particular Excel. Training in our Customer Relationship Management system (CRM) will be provided.

For an informal chat or discussion please contact Louise Bircher (Customer Services & Communication Manager) on 01306 879155. For more details and an application pack visit www.surreyjobs.info. Alternatively contact the HR department on 01306 879375 (24 hours) or email

Closing date : Midday, Wednesday 31 March 2010

Interview date : Wednesday 14 April 2010