Resolution and response team officer

4 weeks ago

Hornchurch, United Kingdom Seven Resourcing Full time

Seven Resourcing are looking for a Resolution and response team officer to work with Havering Council. This is a Full-time position, and we are paying £17.54 Paye and £21.72 umbrella per hour for this role.The role:

The Resolution and Response Officer is 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. They will document lessons learnt through complaints and make sure these are promoted across the team. This is not an exhaustive list of all tasks that may fall to the postholder, and employees will be expected to carry out such other reasonable duties which may be required from time to time.

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 Act, Environmental Information Regulations, Re-Use of Public Sector Information Regulations 2015, Data Protection Act 2018 & General Data Protection Regulation from receipt of request through to disclosure or refusal of the information, ensuring correct legislation is applied to each request.
  • Develop a wide knowledge of services provided by the Council to be able to determine which service area(s) hold the information needed to respond to complaints and enquiries.
  • Work with the wider team to build and maintain appropriate response templates and guidance notes for common scenarios, to support managers across the organisation.

Applicant Requirements:

  • Qualifications: GCSEs A-C or equivalent including at least English and Maths.Educated to A Level standard or equivalent experience.
  • Experience: 2+ years working within a similar role. 
  • Travel: Clean UK driving license with the ability to commute to and from work independently.
  • Hours: 37 hours p/w.

Working with Seven Social Care:

We have been helping social care professionals find exciting new roles for almost a decade, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with over 300 five-star reviews, multiple awards, and amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.

We have a reputation for recruiting at lightning speed, however, we can only respond to candidates who meet the exact requirements of the position. If you have any queries about a role or application, please visit our website where our amazing candidate support team will be more than happy to help.

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