About Us
North Somerset Council is committed to providing high-quality services to our community. We are committed to creating a fair, green, and more inclusive environment for all our residents. Join us and contribute to making a positive impact on our community.
The Role
We are seeking a dedicated and experienced Customer Services professional to join our Customer Services team. The Customer Services team is responsible for building a customer-focused culture within North Somerset Council. The role is predominantly home-based, coming into the office as needed for meetings and collaboration.
In this role, you will take the lead on customer service issues within the council. The team is responsible for developing and evolving customer service strategies, policies, and procedures, and promoting excellent customer service across the council. The team manages escalated complaints on behalf of the Chief Executive, members, MPs, and the Local Government and Social Care Ombudsman. We also develop training courses and deliver training to the organisation to raise standards.
Key Responsibilities:
1. Dealing with escalated customer complaints and feedback, ensuring that issues are resolved satisfactorily using our case management system.
2. Taking a lead role in the resolution of customer complaints received by the Chief Executive, Councillors, and MPs, and analysing and presenting customer service information and data.
3. Building and maintaining a good relationship with the Local Government and Social Care Ombudsman, responding to their requests quickly and efficiently.
4. Promoting excellent standards of customer care across the council, through engagement with and providing advice to officers.
5. Development and delivery of training designed to improve the customer experience.
6. Recording and monitoring customer feedback and overseeing the wider recording and monitoring of complaints in all directorates.
Work Style
At North Somerset Council, we offer a hybrid working environment based on four distinct work styles. Depending on the role and personal circumstances, you will fall into one of these categories. However, please note that during the induction period, it may be necessary to spend more time in the office to support your learning and development. We are flexible and open to discussions about your preferred working style, and if you wish to be in the office more frequently, this can be negotiated.
This role falls into the category of Mobile Worker which means you can expect to work in the following way:
1. 0-1 day in the office per month
2. Comes into the office for meetings or focused work.
3. Virtual connections with the team are essential, with portable technology supporting work on the go.
About You
We are looking for an individual who is passionate about customer services and who possesses the following skills and experience:
Essential Criteria:
1. Excellent customer service skills, experience, and knowledge.
2. Ability to understand complex complaints and write clear responses in plain English.
3. Experience of delivering training over Teams and ideally face to face.
4. Confidence to deal with senior leaders, councillors, MPs, and the ombudsman.
5. Experience of dealing with complex issues over the phone with customers.
6. Experienced at collating complex data and presenting appropriately for different audiences.
7. Desire and curiosity to investigate service failures where they occur, and work with officers to put solutions in place.
8. A can-do attitude and resilience.
Desirable Criteria:
1. Experience of creating training courses.
2. Experience of dealing with complex complaints.
3. Working knowledge of dealing with complaints about social services.
4. Knowledge of Plain English and how to deliver training on the subject.
5. Experience of working within a local authority.
What We Offer
At North Somerset Council, we value our employees and provide a supportive and inclusive work environment.
We offer:
1. Competitive salary and benefits.
2. Flexible working arrangements.
3. Local Government Pension.
4. Opportunities for professional development.
5. Inclusive Staff groups including Carers, Disabled, LGBTQ+, REACH (Race, Ethnicity, and Cultural Heritage), and Young Staff Forums.
6. Opportunity to purchase up to an additional 10 days annual leave each year.
7. Dedicated in-house Wellbeing Team.
8. Salary sacrifice Cycle to Work and Electric Vehicle schemes.
Further details of our excellent rewards package can be found in our Benefits booklet.
How to Apply
If you share our vision and values and are ready to make an impact on North Somerset, please select the apply online button below. If you are interested in this exciting opportunity, please submit your application by 11.59pm on the application closing date. When completing our online application form, please detail how you meet the essential criteria for the role.
Contact Information
For further information about the role, please contact Simone Woolley, Customer and Digital Services Manager at simone.woolley@n-somerset.gov.uk or 01934 427 370.
Important Information
As a Disability Confident Leader, we guarantee to interview all disabled applicants who meet the essential criteria for the job role.
Interview Date: Monday 10 February 2025.
Please note: We are currently only able to accept applications from candidates who have full permission to work in the UK.
Equal Opportunities
At North Somerset Council, we want all our employees to feel valued and appreciated. We aim to ensure equality of opportunity and prevent discrimination irrespective of your sex, gender identity, sexual orientation, religion or belief, race, age, disability, including neurodiversity, if you are married or in a civil partnership or are pregnant or currently on maternity leave. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their full, authentic selves to work.
We are committed to safeguarding and promoting the welfare of children and young people and expect all our staff and volunteers to share this commitment.
#J-18808-Ljbffr