Senior Customer Resolutions Officer

Description:

Senior Customer Resolutions Officer
Lewisham
£28/hr
Start date: ASAP
Hybrid role mainly working from home but expected in the office 1 day per week.

AKTON recruitment is working closely with the local authorities and we are looking for a Senior Customer Resolutions Officer in the Lewisham area. 3 - 6 months contract.

Main Purpose of the job:

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_______________________________________________________________

Summary of Responsibilities and Personal Duties:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

Knowledge

Excellent understanding of customer service delivery and best practice; complaint management, specifically effective complaint investigations
Good level of understanding of legislation relating to role responsibilities: statutory social care complaints, information requests (DPA, FOIA)
Good level of understanding of ombudsman frameworks - eg Local Government and Social Care Ombudsman or similarExperience

Substantial customer service and/or complaint investigations within public sector or similar complex organisation
Substantial experience of dealing with complex and sensitive complaints/enquiries
Substantial experience of working within performance focused environment, delivery to stringent key performance indicators (KPIs)/service level standards
Experience of working with a diverse group of stakeholders at varying levels of seniority
Experience of working within legislative frameworks (e.g. Ombudsman/Statutory frameworks)