Description The Service & Team: Do you have a passion for delivering excellent customer experience and a desire to help drive improvements, if so, this could be the role for you? We are looking for a Casework Officer to join our Statutory Feedback Team. We manage customer feedback for many areas within the council as well as responding to both councillor and MP enquiries. We also work with all council departments to help deliver a responsive feedback service – supporting feedback officers in other areas; identifying opportunities for improvements and acting as a centre of excellence for customer satisfaction surveys. We are a small, friendly team who are passionate about embracing feedback as a means to drive continual improvement and build positive customer relationships. The Role: Our Casework Officers have a varied and interesting workload. This role will be responsible for handling feedback in the form of compliments, comments and complaints for the Care & Wellbeing and Together for Families directorates that provide social care and education services across Cornwall but it will also cover other areas within the council once training has been given. Producing well-written responses to feedback, and councillor or MP enquiries, and ensuring the accuracy and timeliness of the response. This involves gathering information for responses from services and adopting an agreed style of response, with a view to giving the best possible experience for our customers. Coordinating and monitoring key performance information to ensure that the Council meets its deadlines in terms of information gathering, responding, reporting and statutory compliance. This involves contributing to reports, statistics and lessons learned, and helping to recommend and monitor the implementation of actions to be taken as a result. Providing advice and support to the services we support and contributing to the development of customer satisfaction surveys, and other types of information provided to customers. You will be reviewing, developing and implementing administrative systems and processes to handle enquiries and feedback. You may be asked to Support the delivery of training and development activities, relating to customer feedback and customer experience in general. You will be provided with support from our Customer Casework Leads and Senior Casework officer, who will provide guidance and help with case queries. This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies. This position will be subject to a enhanced criminal record disclosure check. Working Pattern: This position is for 29.6 hours per week. We are flexible on the working pattern, and this will be discussed at the interview stage. We also offer flexible working options, such as compressed hours. This is a hybrid role with a requirement to work with the team in the office as required, approximately one day per week but this is negotiable and some additional office attendance for training purposes. What you’ll need to succeed: We are looking for someone educated to degree / NVQ4 level or equivalent experience. You will have good interpersonal and communication skills, with the ability to liaise appropriately with all levels of staff, customers and other agencies. A professional approach applying discretion and diplomacy is essential. The successful candidate will be motivated, customer focused and happy to work in a team environment. Good written and verbal communication skills are central to this role and you will enjoy the challenge of working within a busy team environment and display flexibility whilst often working to deadlines. Please read the role profile for the full details of this role attached below in this advert What you’ll get in return: Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met. Find out more about working and volunteering for us. Our core employee rewards and benefits include: · a competitive salary. · a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions · a generous annual leave entitlement with the potential to purchase additional leave. · A national award-winning employee health and wellbeing programme · Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services. Additional Information: Please note, we are unable to offer sponsorship for this role The full role profile is attached here We recommend saving a copy of this to refer to if you are invited to an interview. For more information or an informal chat about the role please contact Nikki Brokenshire on nikki.brokenshirecornwall.gov.uk Application Process Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process. Please answer the following questions in your application; Now that you have read more about the post, please tell us why you are applying for it and what knowledge, experience or skills you have that may be relevant? Can you give an example of where you have dealt effectively with a customer complaint or where your own complaint was handled well? Please note that applications cannot be edited after they have been submitted, please contact careerscornwall.gov.uk if you have any queries or require assistance with your application.