Corporate Complaints Officer

Location: Ferndale

Our local authority client based in South Lonson are urgently seeking an experienced Corporate Complaints Officer.

*£24.62 an hour PAYE

Job Purpose

Deliver a an excellent customer-orientated dispute resolution service which provides the customer with a suitable solution and a satisfying experience, by contributing and supporting the delivery of an efficient complaints and information service, whilst supporting internal colleagues in delivering this.

Responsibilities

* Investigate complaints in line with the council’s Corporate Complaints Policy. Presenting complex information in an accessible and readable form. Monitoring the implementation of any decisions or recommendations arising from the complaint

* Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman. Monitoring the implementation of any Ombudsman decisions or recommendations arising from their enquiries.

* To undertake a portfolio of responsibilities in connection with the effective application of the complaints, Members’ Enquiries and information requests policies in support of the council’s wider aims and objectives

* To support the Corporate Complaints Manager and Senior Complaints Officers in ensuring the effective development and implementation of the relevant policies, including the Corporate Complaints Policy, Members’ Enquiries Protocol and legislative frameworks governing information requests.

* Identify improvements to services and changes to policies and procedures as a result of complaints, Members’ Enquiries and Ombudsman cases, and work with service managers to oversee their implementation, including devising action plans and a monitoring framework.

* To identify training needs across all departments, and develop and deliver training and presentations on complaints and Members’ Enquiries to council members, officers, customer forums and other groups, as and when required.

Relevant Experience

* Previous experience of working in a customer service environment with 2 years’ experience managing and developing multiple staff

* Experience of handling confidential information sensitively.

* Excellent written / verbal communication skills including attention to detail and accuracy with good spelling and neat, legible handwriting

* Fully proficient working knowledge of Windows & Microsoft packages (including Word, Excel, E-mail and Internet)

* Extensive experience in delivering high quality work in a pressurised environment

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful