Complaints Officer

3 weeks ago

Northallerton, United Kingdom North Yorkshire Council Full time

**Grade: J/K**

**Vacancy Hours: 37**

**Contract Type: Full Time, Established**

**Weekend Working: No**

**Interview Date: Friday 1st December 2023**

**Venue for Interview: County Hall Campus, Northallerton**

An exciting opportunity has
arisen to join the new Community Development Directorate as a Complaints and
Commendations Officer. We are looking for a well-organised, self-motivated
individual to provide complaint support across the directorate. This unique
position offers the opportunity to develop your knowledge across a range of
service areas and gain great insight into one of the best local authorities in
the country.

This role will work alongside our
Leadership Support Team who provide vital administrative support to the senior
leaders of the council and is part of a larger Business Support service. This
role therefore provides the opportunity for personal career progression in a
dynamic and forward-thinking service. You will be responsible for all
escalatory complaints that fall under the Community Development Directorate. The
role will include the co-ordination of complaints and assigning them to an
investigating officer, acknowledging and responding to complaints, and working
alongside the Heads of Service to ensure we meet our complaint response times
in line with our policies. You will become an expert in our complaints procedures
and Corporate and Housing complaints policies. There will also be the
opportunity to assist with the co-ordination of MP enquiries and Freedom of
Information Requests (FOIs) helping build your knowledge across a wide range of
matters and service areas.

The nature of this work requires
an empathetic and flexible approach, excellent customer service skills and a
high level of confidentiality at all times. Using a wide range of IT
packages, and experience of working to KPIs, you will be able to demonstrate
recent relevant experience and the ability to work on your own initiative and
prioritise a diverse, but interesting workload often working to tight
deadlines. You must have excellent written and verbal communication skills and,
accuracy and attention to detail is critical. The role is a mix of hybrid
working with the main office based at County Hall in Northallerton.

Job Description.docx

Rewards Brochure.pdf

We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.

North Yorkshire Council (NYC) advertise vacancies on behalf of schools and external organisations (third parties) in North Yorkshire. NYC are not responsible for the recruitment/employment practices of third parties and accept no liability in relation to the vacancy and any subsequent recruitment/employment processes. Enquiries regarding the vacancy or practices should be made directly with the third party.

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