Client Relations Assistant
6 months ago
Job Introduction
ROLE OF THE JOB
Client Relations is part of a developing wider Corporate Feedback Service. This is an extremely supportive, collaborative team where effective communication is essential, commitment to providing a quality customer service is expected and new ideas for service improvements are welcomed.
We have a vacancy for an enthusiastic and motivated individual to join the team as a Client Relations Assistant (CRA).
The primary purpose of the role is 2-fold:
- Processing feedback received from service users or their representatives, regarding Adult Social Care and Children’s Services, in accordance with both statutory and non-statutory defined processes. This feedback takes the form of complaints, compliments, elected member and executive enquiries.
- Processing Data Subject Access Requests in line with GDPR requirements for the Children’s Social Care Service.
The successful applicant will be one of 4 CRAs who provide support to two complaint managers; one who specialises in Adult Social Care and one who specialises in Children’s Services; a Senior Complaints Co-ordinator and a SAR Social Worker. The Team work cohesively with internal council officers and external agencies, such as
Schools, NHS, Ombudsman Services and others, with the ultimate aim of resolving customer concerns.
This is an exciting time to be joining the Client Relations Team. We have implemented several new initiatives and are exploring new ways of working. We always value staff input and encourage new ideas. The Council have recently launched the new I-Casework system to manage all service user feedback; manage the Council’s
Information Governance response to GDPR requirements (FOI/EIR/SAR) and provide improved quality data in relation to feedback across the Council. The team will be involved in the continual development and improvement of this system.
The team are based at County Hall, Morpeth but there may also be some opportunity for home working.
- Based at County Hall, Morpeth (may be an opportunity for home working)
- Band 4 (£24,294-£25,979)
- Full-time (37 hours) permanent contract (on successful completion of probationary period)
- Flexi-time
REQUIREMENTS OF THE JOB - Good general education demonstrating numeracy and literacy; or NVQ Level 2 or equivalent in a business-related discipline;
- Good understanding of administration needs in a customer service environment. - Working knowledge of adult social care and children’s services procedures would be beneficial - IT skills on Microsoft Office.
NCC INFO AND BENEFITS
Why choose us?
We have some outstanding benefits to offer you, including:
- 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
- Automatic enrolment into the Local Government Pension Scheme
- Flexi scheme (if applicable) - up to 2 days flexible leave available per month (pro rata for part-time employees)
- Local government discount schemes available to all employees with offers at local businesses along with various national brands
- Commitment to work/life balance offering flexibility through various schemes including job sharing, flexible working, term-time only, and compressed hours
- A range of salary sacrifice schemes are available
Staff networks - run by staff, for staff, providing opportunities for peer networking, mutual support, staff development e.g. Apprenticeship, Armed Forces, ASD, Enable (disability), LGBT+, Menopause, Mental Wellbeing, Racial Equality
Further information
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