Complaints Advisor

2 weeks ago

Coventry, United Kingdom UK Civil Service Full time

Job summary

Working as part of our Intake Team in Coventry, your objective is to provide an accessible and knowledgeable front-line service to members of the public.

To be successful in this highly important role, you must have an eye for detail and be able understand and deal with complex information. You must be a confident communicator and have the ability to manage customer expectations. Resilience is essential to effectively deal with sometimes challenging conversations and behaviours.� You will also need the ability to identify and act on any reasonable adjustments that may be required to enable a customer to access the service.

As a Complaints Advisor, you will be expected to handle enquiries through our dedicated online complaints service, over the phone and via postal correspondence.

The quality of the information that you gather is essential for dealing with complaints effectively. You will need the skills to identify complaints that have not yet been made to a Council or service provider, to accept complaints into the organisation and to filter out misdirected enquiries.

For more information about the role of a Complaints Advisor and the Intake Team, please refer to the guidance manuals which are available on our .

Job description

To act as the first point of contact for complainants.� To receive and process information on the telephone or in writing from members of the public who wish to make a complaint or have an enquiry about making a complaint and where appropriate, recording sufficient information to progress a complaint to the assessment stage.

Person specification

Further information including the job description, person specification and job pack are available at

Benefits

Please note this is not a Civil Service post and you will not be a Civil Servant.� The Local Government & Social Care Ombudsman's sponsor department within Local Government is the Department of Levelling up, Housing and Communities but its status is an independent, statutory body.

Learning and development tailored to your roleAn environment with flexible working options including flexi-time and hybrid working between home and officeA culture encourage inclusion and diversityA Local Government Pension23 days holiday (rising by 3 days with 5 years service), plus Bank holidays and 3 days inset during the Christmas holiday period

For more details visit

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