Senior Customer Resolutions Officer

Description:

3 months contract with a Local Authority

Job Summary:

·        To investigate and resolve corporate and statutory complaints, enquiries from representatives and information requests for the Council

·        To identify service failures and opportunities for service improvement

·        To provide advice, support and training to service areas to improve resolution at the first ‘point of contact’ and decrease escalation rates

·        To ensure service areas work within the ‘governance framework’, to allow the Complaints and Casework Team (CCT) to meet performance KPIs, tackling non-compliance and/or escalating as appropriate

Key Duties/Accountabilities:

·        Investigate and resolve a range of complex/sensitive corporate and statutory complaints for the Council; ensuring that complaints do not escalate unnecessarily to the next stage of the complaints process.

·        Liaise with customers and service areas to conduct a thorough, resolutions based, investigation; ensuring opportunities to learn and improve ‘point of contact’ resolution are identified and fed back to service areas.

·        Assess and respond to a range of complex information requests (Freedom of Information / and 29 Subject Access Requests); liaising extensively with service areas to ensure data is released appropriately and / or applying suitable exemptions / exceptions, where necessary.

·        Plan and organise own workload to meet stringent deadlines and/or to meet the CCT ‘governance framework’ obligations; identifying risks to service delivery from competing priorities and escalating to the Corporate Complaints, Casework and Contracts Manager  as appropriate.

·        Coordinate service areas to meet their ‘governance framework’ obligations; addressing

low-level areas of non-compliance and/or escalating risks and concerns to service or the Corporate Complaints, Casework and Contracts Manager as appropriate.

·        Maintain customer records, using the relevant software package (currently iCasework); to ensure all records are accurate, and up to date, and ensuring compliance with the Data Protection Act principles.

·        Ensuring, where possible, that the Council’s commitment to reducing costs and improving online activities is reflected in their customer contact and that communication methods are adapted when appropriate to minimise accessibility issues.

Essential Experience Required:

·        Experience dealing with complaints in either public or private sector is essential.

·        Experience using ICasework software is desirable.

·        Experience of customer service delivery and best practice; complaint management, specifically effective complaint investigations is essential.

·        Experience of  dealing with legislation relating to role responsibilities: statutory social care complaints, information requests (DPA, FOIA) and ombudsman frameworks (Housing Ombudsman, Local Government and Social Care Ombudsman or similar) is essential.

Essential Qualifications Required:

·        Excellent levels of literacy and numeracy is essential.

Additional information to note:

·        Working hours: 35 hours per week

·        The role is Hybrid mainly working from home but expected in the office 1 day per week.

·        The address is Laurence House Catford SE6 4RU which is accessible via Public transport with subsidised parking available on site.

·        Enhanced DBS check is required for this role.

The closing date for this position is 11th March 2024