As a Customer Relations Officer, you thrive on helping customers make complaints and supporting Council Officers in responding to these effectively.
We are seeking to appoint a Customer Relations Officer to support management of complaints across many services. The main duties include logging complaints received by telephone and email, preliminary investigation and allocation to investigating officers, and providing support throughout the process to both customers and colleagues.
Responsibilities include:
1. Responding to contacts from council staff, elected members, and the public regarding non-social work complaints, as directed by the Customer Relations Coordinator.
2. Handling cases of potential risk or high priority sensitively and escalating when appropriate.
3. Assisting investigating officers with initial investigations of customer complaints and ensuring a professional, responsive service.
4. Working with team members to investigate and respond to all customer contacts within specified timescales and policies.
5. Maintaining accurate records of all contacts for analysis.
6. Managing administration, correspondence, casework, file management, and archiving effectively.
7. Providing support and advice to officers and managers on customer relations work.
Qualifications and skills required include excellent communication, a strong customer focus, effective workload management, and familiarity with council services and IT systems. The role is based in the UK, and candidates must have the right to work in the UK prior to employment.
Leeds City Council offers a competitive salary, pension, flexible working, career development, and staff benefits. Candidates should understand and embody council values, be committed to continuous improvement, and promote equality and diversity.
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