What's involved with this role:
Temporary Customer Experience Officer/Admin
Job Ref: Cornwall 5257404
Pay Rate: Up to £19.00 per hour PAYE depending on experience
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 4-5 months
City: Truro, Cornwall
This role sits within the new Customer Experience team in Customer Access & Digital Services and will support the centralisation of the Directorate feedback process. The feedback process covers compliments, comments/suggestions and complaints.
The role will have the ability to directly influence our customer satisfaction by being the voice of the Directorate, delivering a consistent response to residents whilst ensuring that we have in place an ethos of continual improvement.
Key Responsibilities:
The post holder, while being primarily customer focused, will be responsible for producing responses to feedback (including multi-service cases, and enquiries from stakeholders such as MPs, Councillors and the Local Government and Social Care Ombudsman) and ensuring the accuracy and timeliness of the response.
Gathering information for responses from services and adopting a common language and style of response, with a view to giving the best possible experience for our customers.
Co-ordinate and monitor key performance information to ensure that the Council meets its deadlines in terms of information gathering, responding, reporting and statutory compliance.
Contribute to reports, statistics and lessons learned and help recommend and monitor the implementation of actions to be taken as a result.
Review, develop and implement effective administrative and information systems and processes and support feedback officers and other staff in their feedback related duties, including the roll out and hosting of training and development.
Qualifications:
5 GCSE's, Grades A-C, or equivalent including English and Mathematics.
Previous administration experience.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Ability to apply creative thinking to find solutions to problems, including complex situations.
Effective Communicator.
Experience of working in a customer focused environment.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: Cornwall 5257404
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.