Resolution and Response Team Officer
Havering - 1 Day in office per week
Job Role
Be responsible for improving the effectiveness and quality of customer responses and are accountable for providing high quality and efficient customer responses, that reduce the risk of escalation to further stages understanding when to escalate issues to alternative teams. They will manage a wide range of cases and/or requests, effectively researching and overseeing the successful response to corporate and statutory complaints, Ombudsman enquiries, Member enquiries, Freedom of Information, Data Protection Act & Environmental Regulations and information sharing requests. They will work with key stakeholders to ensure accurate and professional responses are provided, assist in the smooth resolution of cases and be responsible for ensuring engagement is consistent throughout the customer's complaint or request journey.
Key Responsibilities
To be responsible for dealing effectively with corporate and statutory complaints, Members and Ombudsman enquiries and support the provision of high quality and timely reports for senior officers and Councillors.
Sensitively handle multi-channel contact from complainants and identify the most appropriate way to resolve enquiries. This will involve challenging telephone conversations and the skills to robustly set out the Council's position and remain calm under pressure.
Handling of requests made under the Freedom of Information Ac...