Complaints Officer- Waste Management

Dudley Council is currently hiring an experienced complaints officer on temporary basis for a period of 8 weeks.

Job Role:

Act as the lead for customers contacting Dudley Council Waste via telephone, email and social media delivering high-quality service, resolving queries, and supporting customers with their waste needs while upholding the Council values and behaviours.

Duties:

Handle inbound customer contacts via calls
Provide accurate information, resolve service queries, and guide customers through digital tools and processes
Manage customer complaints with empathy, ownership, and professionalism
Maintain and update customer account records in line with procedures and actions taken
Identify service improvement opportunities and provide feedback to enhance the customer experience
Advocate and educate customers on digital tools and services
Adhere to regulatory waste requirements

Requirements:

• Excellent communication and active listening skills
• Strong customer focus with passion for helping and problem-solving
• Comfortable using digital systems and tools with ability to grasp new technology
• Resilient and adaptable with a positive attitude
• Experienced in waste service roll outs with technical understanding or willing to learn.

Rate of pay is due to be discussed on an interview depending on experience.

Connect2Dudley is a trading style of Dudley & Kent Commercial Services LTD - A joint venture between Dudley Metropolitan Council & Commercial Services Kent Ltd. Connect2Dudley is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.