Description
Our local government clients in North Yorkshire seek a Complaints Support Officer to be responsible for receiving complaints, compliments, MP enquiries, and other enquiries. Assess each case to ascertain appropriate action and who is to be involved, referring more complex cases to the Senior Officers. Advise senior staff at an early stage of any potentially serious, sensitive or controversial matters arising. Maintain an active caseload of complaints and enquiries, including liaison (staff, customers, elected members, etc.); investigation; research; referral, where appropriate; and response.
Responsibilities
Monitor the progression of cases, ensuring timescales and quality standards are met. Provide advice and guidance on complaints and other representations to service users, members of the public, staff, partner agencies, and others. Provide statistical information in appropriate formats, including monthly MP enquiry performance reports and performance reports to the Management Board, as well as any ad hoc requests from officers. Support the Senior Officers to produce performance reports to identify service improvements and lessons learned. Handle or refer Freedom of Information and Subject Access requests as appropriate, following relevant legislation and procedures. Act as a key link between all services for complaint handling.
Qualifications – Essential
GCSE Grade (or equivalent) in English Language and Mathematics.
Good literacy and numeracy skills to NVQ level 3 or equivalent experience
Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM
Criteria for Shortlisting –
Dealing with sensitive and confidential information
Principles of customer-focused service
Theories and principles of administrative policies and processes
Dealing with vulnerable, distressed or aggressive customers
Use of a variety of ICT applications
Significant experience in an office environment
Significant experience in a challenging environment
Identifying causes of problems and appropriate solutions
Ability to assimilate new initiatives, technology and software and interpret information.
Effective influencing and negotiating skills.
Excellent communication (written and verbal) and interpersonal skills.
The ability to converse with ease with customers and provide accurate spoken English advice is essential for the post.
Active listening skills
Commitment to the need to deliver quality services.
Ability to organise, store and retrieve information accurately, efficiently and effectively.
Ability to use a keyboard with speed and accuracy.
Ability to work on one's own initiative.
Ability to work to deadlines.
Identify causes of problems and implement solutions to minimise recurrence.
Work productively in a pressurised environment
Compliance Requirements
3 Years References
Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process