Customer Service

6 months ago


Harrow, United Kingdom Pertemps Network Group Full time

**Job Description**:
Job Title: Customer Service & Resident Engagement Officer
Location: Harrow Council Hub
Employer: Pertemps Recruitment Partnership for Harrow Council
Contract Type: Temporary
Hours of Work: 36 hours
Overview of Customer Service & Resident Engagement Officer
Pertemps have an exciting opportunity within Harrow Council for a self-driven and motivated Customer Service & Resident Engagement Officer to join an expanding team. The role of Customer Service & Resident Engagement Officer has a competitive pay rate of £19.77 per hour PAYE. Other benefits include excellent training and support for career development and 21 days of holiday (excluding Bank Holidays).
The Main Purpose of Customer Service & Resident Engagement Officer:
" To support the Customer Service & Resident Engagement Manager in the management and administration of Service user complaints; Enquiries from elected members and MPs.
" To actively seek opportunities to engage with residents and empower them to scrutinise Housing Services to achieve a successful outcome in tackling housing-related issues and supporting the Council's priorities
" To promote modern methods of engagement to involve a larger and more diverse range of residents from Harrow's communities, while respecting the need to use more traditional methods in some circumstances.
" Working with other housing teams, partners, and resident groups to plan and run engagement activities, development/information activities that support the council's priorities
" To review, monitor and offer feedback to staff on the quality of complaint responses.
" Process complaints for Housing Services. Use relevant systems to log, acknowledge, monitor and respond to requests, eg Excel spreadsheet, Civica, SharePoint, and File Explorer.
" To answer phones, deal with queries and listen to complainants and enquiry concerns,
answering questions, finding answers, or signposting as appropriate.
" Provide support and guidance to staff on the complaints process and complex cases.
About you, the successful will have:
" Knowledge of complaints procedures and the knowledge to manage and resolve disputes. Knowledge of the Ombudsman's duties, including the Complaint Handling Code.
" Knowledge of social housing and the current issues affecting public services.
" Knowledge of policy and best practices concerning resident involvement and community development.
" Experience in co-ordinating and resolving complex complaints or leading on early dispute resolution.
" Awareness of the diverse needs of residents and of issues that may be a barrier to effective resident involvement
" Experience in dealing with public senior figures in an organisation, in challenging situations and a pressurised environment.
" Demonstrable experience in supporting residents or voluntary groups to overcome obstacles and achieve successful outcomes
" Experience in managing budgets with or for resident groups and demonstrating value for money
About us
" For almost 60 years, Pertemps Recruitment Partnership has been the market leader in providing permanent and temporary staffing solutions and we are one of the most established players within the recruitment industry. The Sunday Times has listed us as one of the Best 100 Companies to work for 14 years running. We are not a big scary faceless company, quite the opposite: we strongly believe in the personal touch with everything we do. We are proud to be accredited 'investor in people' which is reflected across our business in the length of service and career progression of our employees.
" Harrow Council is the 12th largest London borough and one of the most culturally diverse local authorities in the UK, making it a great place to live, work and visit. Located 10 miles from the city centre and just 13 minutes to Euston from Harrow & Wealdstone station there are great transport links via the Metropolitan Line, Watford DC Line and national rail service. It is easily accessible to the M1, M25 and A406.


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