About Us At Hounslow
We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.
We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.
About Our Commitment To Diversity And Inclusion
We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community; we have a diverse workforce, and we are committed to being an inclusive employer.
We work hard to create representation across our workforce and leadership community, we have thriving employee network groups, and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.
As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.
Our Benefits
About The Role
This is an exciting opportunity to be part of the Resident Experience and Localities Service as a Senior Customer Relations Officer. The Resident Experience and Localities Service provide a One Hounslow approach to resident contact by having a unified front door where statutory duties are checked, safeguarding issues are identified, and there is an early help approach to those residents where there is still a presenting need or a future risk.
We provide a positive, consistent and inclusive experience when contacting Hounslow via any of its access channels, ensuring first point of contact resolution wherever possible.
About The Team You’ll Be Working In
1. You will be working in the Customer Relations Team which receives, processes and understands corporate and statutory complaints and information requests. This team puts residents at the heart of everything we do and strive to ensure the Council learns and improves services and empowers residents to access and request services online.
2. As a Senior Officer in the Customer Relations team, you will drive effective and efficient complaints resolution, sharing advice, support and training to services on corporate and statutory complaints handling as well as Ombudsman cases, Freedom of Information (FOI) and Environmental Information Requests (EIR), General Data Protection Regulations requests (GDPR), Escalated correspondence, Member Enquiries and MP enquiries and unreasonable and persistent complaints behaviour. You will promote the value of feedback and lessons learnt to drive service improvements.
3. The Senior Customer Relations Officer will be reporting to the Customer Relations Lead.
About You
If the points below resonate with you, we’d love you to put in an application:
1. You will have excellent communication skills and be used to dealing with enquiries from both internal and external customers across multiple channels.
2. You can resolve enquiries in a way that positively promotes the council and its services.
3. You will be able to gain the trust of stakeholders across the council and partner organisations, representing the service at a senior level.
4. You will demonstrate and ensure high standards and probity with Council policy, standing orders and the law, ideally with awareness of Information governance, the Local Government and Social Care Ombudsman and the Housing Ombudsman Service.
5. You can support organisational change ensuring the appropriate systems of performance and development, communications, equality impact assessment, monitoring and review are in place.
Essential For The Role
1. Basic DBS check is required for the role.
Don’t meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can’t tick every box. At Hounslow, we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for the job or be perfect for one of our other roles!
When Interviews Will Be Held And Who To Contact
The key information you need about the role should be in the role profile, but if you have any further questions about the role, please contact:
Email: Kamaljit.Reay@hounslow.gov.uk
Telephone: 0208 583 5211
Interviews for this job will be held 19th March 2025.
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