Job Description
Job Role :- Complaints Officer
Hybrid :- 3 Days in the Office, 2 from home
Contract Length :- 6 Months
Pay :- 17.33 Umbrella
Job Description is below:
We are looking for an experienced complaint hander to grow a new customer experience team, key tasks will be
- Log and formally acknowledge resident complaints in line with council procedures.
- Engage with complainants to ensure a clear understanding of the issue and their desired resolution.
- Thoroughly investigate complaints by reviewing case histories and liaising with relevant teams to reach fair and informed decisions.
- Collaborate with service teams to help achieve appropriate resolutions and remedies for residents.
- Draft written responses that are clear, concise, and empathetic.
- Follow up to ensure we complete promised actions and keep residents well informed.
- Conduct detailed root-cause analysis to help the council learn from mistakes and identify opportunities to improve our services.
- Ensure we handle all complaints within the timelines and standards set out in council policies and ombudsman codes.
- Take a customer and resolution-focused approach to all complaint handling activities.
- Promote a positive complaints culture across the council through constructive engagement with colleagues in all services.
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