We have an excellent opportunity for a Customer Relations Officer to join our Corporate Complaints Team here at Wokingham Borough Council, on a full-time, 12-month fixed term contract.
As the Customer Relations Officer, you will coordinate, triage and manage all highways and transport enquiries and complaints, ensuring residents receive a timely, empathetic and high-quality response. You will act as a key point of contact between customers, operational teams and senior managers, providing clear oversight of issues, maintaining strong complaint governance, and using insight from customer feedback to drive continuous service improvement.
You will role model best practice in complaints handling and customer care across the service, supporting colleagues with advice, guidance and training where required. Through robust performance reporting and root cause analysis, you will help senior leaders understand emerging themes, identify opportunities for improvement and embed learning that enhances the customer experience.
This is an excellent opportunity to play a central role in shaping how Highways and Transport engage with residents, delivering tangible improvements in service quality and ensuring customer voice is at the forefront of decision-making.
⭐Staff Benefits⭐
Not only is this an excellent opportunity, but it’s a fantastic time to join our team. You will receive an extensive range of employee benefits including:
⭐Generous Annual Leave – 27 days annual leave (rising by 5 days after 5 years of continued local government service), plus bank holidays
⭐Local Government Pension Scheme
⭐GP Helpline - Available 7 days a week
⭐Employee Assistance Programme - Including a 24/7 Your Care Helpline
⭐Free Eye Tests and Flu Vaccines
⭐Free Onsite Gym - Located at Shute End Offices, Wokingham
⭐Salary Sacrifice Schemes - Including Car and Cycle to Work schemes
⭐Local & Lifestyle Discounts - Save on shopping, entertainment, dining out & more
⭐Move through Menopause Course
⭐Sports & Social Group Activities – Including running, football, cricket & more
⭐Learning & Development Opportunities
⭐Employee Networks
⭐And more!
Key Responsibilities:
1. Coordinate, triage, and report on all aspects of Highways and Transport enquiries and complaints.
2. Role model and promote best practice in complaints handling and Customer Excellence across the Council.
3. Support and provide performance reporting to support Senior Managers in Place and Growth, highlighting areas for potential service improvements
4. Provide general support and advice to teams including Senior Managers on complaints procedures, including best practice on handling, and responding to complaints.
5. Arrange or provide training on complaints handling where required.
6. Engage with residents to discuss and clarify complaints, making sure they are supported throughout the process.
7. Provide performance reports on complaints including contribution to Annual and Quarterly reports, ensuring root causes of complaints, learning and areas for improvement are identified.
Candidate Requirements:
8. Excellent literacy and numeracy skills
9. Experience of supporting customers within a front facing service, with a drive for customer excellence
10. Ability to analyse data and communicate to groups, including recommending appropriate action
11. Ability to use customer feedback and outcomes from complaints to provide intelligence and insight to inform improvements in customer experience
Our Area:
Wokingham Borough is set in the heart of Berkshire with excellent transport links to Reading and central London. Our area comprises of a vibrant and historical market town, attractive villages, and miles of beautiful countryside.
We’re home to a range of high performing schools, a host of international businesses and an incredible community. The borough has a strong local economy with accelerated growth, a range of excellent public facilities and low levels of crime, offering an exceptional quality of life.
Click the link below and Apply Today!
Alternatively, to arrange an informal discussion about the role, contact Jo Hinton via email Jo.Hinton@wokingham.gov.uk (Strictly no agencies).