Customer Relationship Officer

Job Title:

Customer Relationship Officer - Complaints Specialism

Pay Rates: £21.53/hr (PAYE) | £29.01/hr (Umbrella)

Start: ASAP

Length: 3 Months

Location:

Hackney E8

On Site - 5 Days a week in office

We are seeking an adaptable Customer Relationship Officer to manage Stage 1 complaints and customer enquiries within a high-volume council setting. You will act as the crucial first point of contact, balancing multiple inbound communication channels while maintaining exceptional customer care standards.

• Call Handling:
  Answer dedicated complaints line calls with a cool, clear, and highly professional phone manner. Mediate and de-escalate sensitive customer issues before they turn into formal complaints.
• Inbox & Webform Management:
  Manage the busy complaints inbox alongside incoming webforms, ensuring enquiries are accurately logged and triaged.
• System Management:
  Log, route, and track cases through the One Case complaints management system (corporate complaints database).
• Cross-Department Triage:
  Liaise with managers across council directorates to gather evidence, combine complex multi-service responses into single answers, and ensure performance targets are met.
• Quality Assurance:
  Review and quality-check draft Stage 1 responses to ensure answers are clear, accurate, and aligned with council standards.
• Multitasking:
  Balance competing priorities under pressure while maintaining accurate records and meeting statutory deadlines.

• Experience:
  
  Minimum 2 years of direct experience handling customer complaints and investigations. Local authority or public sector background is highly desirable.
• Communication:
  Outstanding verbal and written communication skills with the ability to convey difficult information with empathy and tact.
• Technical
  
  Skills:
  
  Strong proficiency with complaints management databases (One Case experience preferred) and standard Microsoft Office suites.
• Mindset: A calm, flexible problem-solver with a knack for negotiating resolutions between dynamic service teams and dissatisfied customers.
• Education:
  
  Minimum GCSE standard in English and Maths.

Due to the high volume of applications, only successful candidates will be contacted.