We are looking to recruit a Complaints Officer to work within the Customer Feedback and Complaints Team. This is a Fixed Term role for 12 months.
This role will focus on the Council's Corporate Complaints Procedure, supporting the Complaints Manager in delivering a high-quality complaints service. Responsibilities include analyzing complaints, managing responses, ensuring timely and fair resolutions, providing advice to residents, and line managing team staff to support the Corporate Complaints Procedure, MP, and Public Enquiries functions. Complaints data is vital for organizational improvement, and you will assist in preparing reports on trends and recommendations.
Main Responsibilities
1. Be the first point of contact for residents wishing to make a complaint.
2. Extract and assess information, using analytical skills to decide on appropriate complaint handling.
3. Communicate decisions clearly to residents, especially when complaints are not eligible for the Corporate Complaints Procedure.
4. Record complaint data accurately in our database.
5. Monitor complaints and MP Enquiries to ensure timescales are met, and address breaches when necessary.
6. Produce statistical reports from our complaints database.
7. Use complaint data to prepare management reports.
8. Supervise and support Customer Service Advisors and Business Support Officers as needed.
The Ideal Candidate
1. Experience in customer service and complaint handling.
2. Experience in Local Government or similar complex organizational settings.
3. Understanding and application of policies and procedures.
4. Excellent written communication skills with professional, accurate, evidence-based responses.
5. Ability to manage a complex workload with conflicting demands.
6. Flexibility to adapt to changing needs and priorities.
7. Calmness under pressure and handling sensitive matters.
8. Innovative problem-solving approach.
9. Ability to establish good working relationships with staff and stakeholders.
We’re happy to discuss flexible working arrangements. Interviews will be held two weeks after the closing date.
If you don’t meet all requirements, consider applying anyway as we value transferable skills and experience. For an informal chat, contact Sue Thomas, Customer Feedback and Complaints Team Leader: susan.thomas@staffordshire.gov.uk.
About Staffordshire County Council
We are a unique county council with core values shaped by staff feedback and best practices, fostering community spirit and pride in our work. We are ambitious and forward-looking, committed to a supportive work environment that promotes work-life balance.
Our benefits include access to rewards and benefits detailed on our Careers at Staffordshire page.
Our Recruitment Process
We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. Staffordshire County Council is an equal opportunities and Disability Confident employer, encouraging applications from all backgrounds. We offer guaranteed interviews for applicants meeting minimum criteria, supporting our commitment to diversity and inclusion.
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