Job Title: Customer Feedback Officer
Are you ready to make a difference? Join our team as a vital member responsible for coordinating customer and public complaints across various communication channels. Collaborate with internal council teams and external partners to ensure complaints are thoroughly investigated and resolved according to our procedures. Keep our central databases up-to-date and utilize data to create insightful reports.
Exciting Changes in 2025: The Customer Feedback Team is undergoing significant transformations this year, including the introduction of a new CRM system and a shift from a three-stage to a two-stage complaints policy. Be part of these innovative changes!
You will work closely with the Customer Feedback Manager to support and develop new initiatives within the team.
Key Skills and Requirements:
1. Outstanding Interpersonal and Communication Skills: Engage confidently and clearly with diverse audiences internally and externally.
2. Proactive Problem-Solving: Follow guidelines and processes to manage complaints and enquiries, using initiative to find creative solutions.
3. Tech-Savvy: Proficient in IT tools and software (e.g., Microsoft Word, Excel) to record complaints, collate information, and produce reports within deadlines.
4. Exceptional Organisational and Time Management Skills: Prioritize effectively to meet deadlines and ensure smooth operations.
5. Curiosity and Adaptability: Embrace change quickly and have a natural curiosity to understand the root causes of issues and complaints.
6. Experience with Complaints Handling: Previous experience is a plus, but training will be provided.
This is a temporary contract for approximately 12 months to cover increased work volumes.
If you're eager to bring your energy and skills to our team, apply now and help us make a difference!
To apply: Upload your CV and a supporting statement demonstrating how you meet the 10 essential requirements outlined in the person specification (attached below). Please ensure both documents are anonymized.
Note for internal staff: Approval for secondment must be obtained from your Service Director or nominated representative before applying.
Important: We are unable to offer sponsorship for this role.
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