Customer Relations Officer

The Customer Relations Team handles complaints for all corporate and social care services.

We are seeking a person who is committed to working within the small but busy Customer Relations Team.

The successful candidate will have excellent communication and ICT skills, including knowledge of Word and Excel at an advanced level, and be responsible for:

• monitoring the team’s mailboxes and navigating the council’s electronic systems to prioritise and manage corporate and social care complaints.
• accurately logging and assigning complaints to departments across the council, coordinating responses and monitoring for timeliness, ensuring accurate records and filing are maintained.
• producing data, charts and graphs, and analysing them to report on the council’s performance.

The role may, on occasion, require the successful candidate to listen and take complaints over the telephone, using the highest customer service standards. This will include corporate and social care complaints, the subject of which could be sensitive and potentially upsetting. The successful candidate will portray a professional image, possess excellent listening skills, have a calm manner, and be able to take notes to document the customer’s complaint.

This person must be able work under pressure and use initiative. They will know when it is appropriate to refer to a more senior member of the team or manager.

If you are interested in applying and would like an informal discussion, please contact Rhiannon McQuillan on 01634 332272 or rhiannon.mcquillan@medway.gov.uk.

Interviews will take place on 12 and 13 January 2026.

Career Progression Frameworks (CPF) have been introduced for all roles at Medway Council. These frameworks provide a mechanism for employees to take ownership of their development within their post and be rewarded accordingly. The salary you will be offered will be at level A. There will be further opportunity once in post to progress from level A to B, and B to C.

When writing your application, it is important to ensure you identify your suitability against the requirements of the job profile, as this information will be used for shortlisting and may contribute to the CPF assessment. Your application may be rejected if the minimum required criteria is not met. Further information relating to the requirements for this role can be found in the CPF Guidance document attached.

The person specification of a job profile is split into three levels:

Level A details the essential criteria that all applicants must be able to demonstrate through their application and interview.

Level B details the developed competencies that an individual who is practised in this role would be able to demonstrate and will be a progression of knowledge, experience and skills from level A.

Level C requires the highest level of competence and applicants would need to fully meet and demonstrate all aspects of the job profile, including qualifications, knowledge, skills and experience.

Customer Relations Team are seeking a Customer Relations Officer to join the team at level A. This is the entry point of the role, so you will need to be able to demonstrate the relevant knowledge, experience and skills to get you started, but you will be supported to develop in your role through induction, probation and a supportive Performance Appraisal and Career Conversation. All elements of level A listed within the person specification are essential. Through your induction you will be introduced to the Career Progression Framework (CPF), which will help you to identify your areas of strength and any development needs.

Important Information-

Applicants must be able to demonstrate all essential requirements as listed in the job profile

For further information, and for details of the benefits of working for Medway Council, please refer to the Medway information pack available as a download or to view online.

Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.

Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.

We reserve the right to close this vacancy at any time prior to the closing date.