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Customer Feedback Officer

3 months ago

Brighton and Hove, United Kingdom Brighton & Hove City Council Full time

**Customer Feedback Officer**: Posted on 20 May 2024 Apply
- Directorate BHCC: Governance, People & Resources
- Salary £26873 - £28770
- Contract Permanent

**Location**:
Hove Town Hall

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**Job Summary**:
- Job reference
- orbis/TP/1649/40697- Positions available
- 1- Working hours
- 37- Closing date
- 10 June 2024- Job category
- Customer Services- Organisation
- Brighton & Hove City Council

**Job introduction**:
Interested in improving public services?

Passionate about high quality customer service?

Experienced in working in a fast-paced, reactive environment?

We have an opening in the Customer Feedback Team at BHCC, where we are responsible for managing the council’s complaints processes and receiving feedback of all kinds about council services.

**About the role**:
As a Customer Feedback Officer, you will be the first point of contact for customers wanting to raise concerns about council services.

Working across all areas of the organisation, you’ll be collaborating with a range of stakeholders and colleagues to resolve issues, correctly direct queries, log and refer complaints to the relevant department.

**The role**

This is a full time, permanent position (37 hrs p/w)

We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining.

**About You**

Experienced in front line customer service, with an interest in improving public services.

Flexible and quick to learn new information, you’ll also have experience in using case management systems and Microsoft Office products.

**Values/ behaviours**
- Strong personal commitment to equality, diversity and inclusion.
- Ability to work consistently to high professional standards.
- Commitment to a positive learning culture of feedback and continuous improvement.

**Experience**

**Abilities**
- Ability to work effectively in a fast-paced and highly pressurised environment.
- Able to work as part of a close team but also monitor and progress own workload to the most effective outcome.
- Able to work in a versatile manner across a range of governance and legal issues.
- Able to deliver excellent customer-focused service.
- Ability to adapt to new tasks and responsibilities quickly and efficiently.
- The ability to communicate concisely both verbally and in written form at all levels.
- Ability to use technology to support administrative functions e.g. MS Office, Teams etc. as well as databases/case management systems.

**Additional information**:
Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.

We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining.

For more information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk)

**Company information**:
**Encouraging a diverse workforce**

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).