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