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Customer Relations Officer
2 months ago
**About The Job**
Are you passionate about delivering high quality customer experience? Are you curious and inquisitive? Join us as Customer Relations Officer within the Customer Experience directorate and #BeTheDifference in West Sussex County Council.
With a starting salary of £28,371, generous annual leave, great pension, plus a wide range of flexible working options, there’s never been a better time to join
You’ll be based within the Customer Experience Service, the Customer Relations Team supports the Council's customer centred approach through its compliments and complaints procedures, where the Council’s customer’s voice can be heard in relation to what is working well and where the Council can improve. The team also plays a role in the Freedom of Information processes.
Your day-to-day role will be playing a full part in the Customer Relations Team. This will range from:
- Focus on supporting customers through the Council’s Complaints and Freedom of Information processes.
- Handle contact with service users, families, advocates, members of staff, members of the public, MPs, and outside agencies (e.g. health), advising appropriately on the County Council’s complaints policies and procedures.
- Work closely with the officers across the Council and provide support and guidance which delivers timely and quality responses to our customers.
- Ensure that accurate recording and monitoring of complaints and compliments and production of data for reporting.
- Undertake initial investigation, evaluation and recording of complaint through detailed questioning of complainant or their advocate.
All West Sussex County Council (WSCC) employees have a WSCC location as their contractual work location, however we do operate a ‘Smarter working’ approach, this is something that you agree locally with your manager, for what works best for you, your role and your team. More details will be shared once you start working.
**A full job description is attached at the bottom of the advert.
**Experience and Skills** Key Skills**:
- High level of communication and relationship building skills for dealing with range of parties involved in a complaint, e.g. complainant, advocate, staff, managers.
- Confident influencing and persuasive skills in order to resolve straightforward complaints at an early stage with complainants, team managers and others. Specifically able to deal with Stage 1 complaints, managing the process to ensure quality responses and adherence to timescales.
- Good analytical skills, able to identify issues and assess appropriate route for solution.
- Good literacy, numeracy and keyboard skills for recording, analysis, interpretation and presentation of data, quality assurance of draft correspondence, and production of reports.
- Able to work independently and use own initiative in sometimes difficult circumstances. Able to handle difficult sensitive situations.
- Able to combine these key skills to produce good quality review reports into complaints at stage two of the Council’s corporate complaints procedure with associated recommendations.
**Qualifications and/or experience**:
- HNC/HND, or equivalent qualification or experience.
- Evidence of continuous professional development.
- Understanding of the working environment and of the relevant legislation and impact on delivery of service to customers/users.
- Experience of handling difficult sensitive issues in a customer facing context.
- Experience of questioning, interviewing, and investigating issues.
- Experience of working within a legislative framework.
- Experience of use of management information including accurate recording, analysis, and reporting.
- Experience of producing own correspondence and communications.
**Further Information**
The reference number for this role is** EIE01043 **.
To apply, upload your CV and Expression of Interest explaining the skills and experience you can bring to the role ensuring that any gaps in employment are covered in your CV. Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
RSi
Job Reference: EIE01043
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