Administration, Business, Customer Support Officer

Location: City of Westminster

Customer Engagement Officer

Westminster

Contract

£22.86 per hour PAYE or £29.84 per hour limited paid via umbrella company inside IR35

Our client is looking for an experienced Customer Engagement Officer

We have a number of opportunities we are recruiting for visit our website for more details colbernlimited co uk

You will act as a first point of contact for complaints-related queries, handle confidential information with care, and ensure all correspondence is accurately logged, assigned and monitored. Your work will support the smooth running of statutory complaint processes, Member Enquiries and Freedom of Information requests across Adult Social Care.

This is a key role for ensuring transparency, accountability and excellent customer experience within the Council.

Key Responsibilities

Act as the first point of contact for anyone seeking information or support on how to make a complaint

Communicate sensitively with callers and visitors, providing clear advice on the Council’s complaints procedures

Manage all customer information confidentially and in line with data protection requirements

Ensure all correspondence is correctly allocated to the relevant Local Authority and operational team for investigation and response

Log and process Member Enquiries for RBKC and Westminster City Council, ensuring responses are provided within the required five-day timeframe

Maintain the Freedom of Information (FOI) log for the Adult Social Care Department, ensuring requests are tracked, information is collated, and deadlines are met

Strong written and verbal communication skills

Excellent customer service and interpersonal skills

Proficient user of Microsoft Office (Excel, Word, Outlook, Teams)

Proven ability to maintain accurate information systems for logging and retrieving records

Able to handle sensitive and confidential information securely and professionally

Strong attention to detail and commitment to delivering high-quality work

Able to build effective working relationships at all levels and demonstrate confidence when influencing stakeholders

Outcomes-focused and solution-oriented approach

Experience using Netcall, Mosaic or iCasework

Understanding of Adult Social Care

Awareness of statutory complaints legislation

Demonstrates excellent customer care skills

Works with accuracy, diligence and a high level of attention to detail

Can engage confidently and build trust with colleagues and service users

Is proactive, adaptable and committed to improving the customer experience

Can manage competing priorities while maintaining high standards

PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer