Complaints & Casework Officer

2 weeks ago


Slough, United Kingdom CRA GROUP LIMITED Full time

3 months contract with a Berkshire based Local Authority_

**Key Duties/Accountabilities**:

- Providing effective administrative support including logging council wide Complaints, Member (Councillor) casework and queries received directly from Members of Parliament.
- Ensure departments respond appropriately within the required timescales and include learning, and that actions are taken to prevent escalation and re-occurrence of cases dealt with.
- Establish a network of key contacts across the council in order to ensure timely responses and resolutions for complaints and members casework.
- To be a point of contact to receive, log and acknowledge stage 1, 2 complaints, enquiries from Members and queries from our local MP.
- Provide advice on the complaints process when asked by the general public, members and officers.
- To liaise with Members regarding casework submitted on behalf of their constituents.
- Promoting the benefits of great customer service and early intervention.
- Coordinate joint responses where a case requires input from more than one department.
- Problem solving and establishing workable solutions to complex complaints or caseworks ensuring that all cases are processed in a fair and timely manner.
- Review the quality of replies and ensure that any learning points are identified and actioned.
- Advising staff on the need for process, policy, and service improvement where appropriate.
- To utilise our in-house system to log cases and predominantly use Outlook.

**Additional information to note**:

- Hybrid working arrangements (2 days per week are required in the offices).
- The closing date for this position is Thursday 14/03/2024._



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