Complaints Advisor

5 months ago

Coventry, United Kingdom Local Government & Social Care Ombudsman Full time

**Details**:
**Reference number**:

- 352442**Salary**:

- £25,398 - £28,024**Job grade**:

- Other**Contract type**:

- Permanent**Type of role**:

- Contact Centre**Working pattern**:

- Flexible working, Full-time, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- CoventryAbout the job

**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 website.

**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**:
**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 role
- An environment with flexible working options including flexi-time and hybrid working between home and office
- A culture encourage inclusion and diversity
- A Local Government Pension
- 23 days holiday (rising by 3 days with 5 years service), plus Bank holidays and 3 days inset during the Christmas holiday period

Things you need to know

**Selection process details**:
If successful, interviews will be held on **Wednesday 19 June at our Coventry office** - Cheylesmore House, 5 Quinton Road, Coventry CV1 2WT.

Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- Please note this Post is NOT regulated by the Civil Service Commission.-
- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
-
Recruitment team

**Further information**:
**Follow link to apply**:

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