Post Ref: CC224 About Us: Are you passionate about making a difference and driving positive change? Calderdale Council is looking for a dedicated Complaints and Compliments Officer to help shape and enhance the customer experience for our residents. Join a forward-thinking team that values innovation, collaboration, and delivering top-tier service. Key Responsibilities: As a key player in our team, you will: Lead initiatives to create a responsive feedback service, improving customer outcomes and ensuring we meet the standards of the Customer Experience Framework and Complaints Policy. Efficiently manage complaints, adhering to the LGO Code of Conduct and internal policies, ensuring early resolution and positive customer experiences. Provide expert advice and guidance to customers, ensuring they receive a respectful and personalised service. Build strong relationships with internal and external stakeholders to enhance communication and resolution processes. Develop and implement robust procedures to coordinate complaints, ensuring statutory compliance and early problem-solving. Deliver and support comprehensive training across the organisation on complaints policies and procedures, fostering a culture of learning and improvement. Represent Calderdale Council at local and regional complaints management forums, sharing best practices and driving continuous improvement. Analyse trends in complaints and customer care to improve management information systems and recommend solutions. Cultivate a positive, proactive attitude toward complaints within the Council, recognising them as opportunities for improvement and identifying essential training needs. What we’re looking for: A professional qualification in a relevant field or experience in complaints management. Proficiency with Microsoft Office 365, Case Management Systems, and data analysis. A genuine passion for improving customer outcomes and organisational processes. Excellent communication and interpersonal skills, with the ability to engage with diverse audiences. Strong organisational and prioritisation skills, able to thrive in fast-paced environments. A hands-on, problem-solving approach to meet service levels and achieve resolutions. Why join us? This role offers a fantastic opportunity to lead change and have a real impact on how we serve our community. If you’re driven by the chance to improve services, build positive relationships, and help foster a solution-focused culture, we want to hear from you. Additional Information: Please demonstrate how you meet the essential criteria outlined in the Role Profile within your supporting statement. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS from the Disclosure and Barring Service before the appointment is confirmed. Closing Date: 30th October 2024. Interview Date: 12th November 2024. We may utilise digital interview methods. As part of our Vision On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change. Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel. For support on your application please read our Application Booklet or visit our We reserve the right to close vacancies prior to the advertised closing date, an early submission is advised. Post Ref: CC224 About Us: Are you passionate about making a difference and driving positive change? Calderdale Council is looking for a dedicated Complaints and Compliments Officer to help shape and enhance the customer experience for our residents. Join a forward-thinking team that values innovation, collaboration, and delivering top-tier service. Key Responsibilities: As a key player in our team, you will: Lead initiatives to create a responsive feedback service, improving customer outcomes and ensuring we meet the standards of the Customer Experience Framework and Complaints Policy. Efficiently manage complaints, adhering to the LGO Code of Conduct and internal policies, ensuring early resolution and positive customer experiences. Provide expert advice and guidance to customers, ensuring they receive a respectful and personalised service. Build strong relationships with internal and external stakeholders to enhance communication and resolution processes. Develop and implement robust procedures to coordinate complaints, ensuring statutory compliance and early problem-solving. Deliver and support comprehensive training across the organisation on complaints policies and procedures, fostering a culture of learning and improvement. Represent Calderdale Council at local and regional complaints management forums, sharing best practices and driving continuous improvement. Analyse trends in complaints and customer care to improve management information systems and recommend solutions. Cultivate a positive, proactive attitude toward complaints within the Council, recognising them as opportunities for improvement and identifying essential training needs. What we’re looking for: A professional qualification in a relevant field or experience in complaints management. Proficiency with Microsoft Office 365, Case Management Systems, and data analysis. A genuine passion for improving customer outcomes and organisational processes. Excellent communication and interpersonal skills, with the ability to engage with diverse audiences. Strong organisational and prioritisation skills, able to thrive in fast-paced environments. A hands-on, problem-solving approach to meet service levels and achieve resolutions. Why join us? This role offers a fantastic opportunity to lead change and have a real impact on how we serve our community. If you’re driven by the chance to improve services, build positive relationships, and help foster a solution-focused culture, we want to hear from you. Additional Information: Please demonstrate how you meet the essential criteria outlined in the Role Profile within your supporting statement. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS from the Disclosure and Barring Service before the appointment is confirmed. Closing Date: 30th October 2024. Interview Date: 12th November 2024. We may utilise digital interview methods. As part of our Vision On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change. Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel. For support on your application please read our Application Booklet or visit our We reserve the right to close vacancies prior to the advertised closing date, an early submission is advised.