Complaints Support Officer

4 weeks ago


Slough, United Kingdom Fox Morris Group Full time

HYBRID WORKING

Fox Morris are working with Slough Borough Council in relations to finding a Complaints Support Officer to start work ASAP

**Responsibilities**
- 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.

You will be required to work Monday-Friday (9:00-5:00pm). This is based on a 6 month contract and the pay negotiable.

**Benefits of working with Fox Morris Group**

Referral Benefit Scheme.
- Free compliance (DBS, training etc.)
- Single point of contact consultant.
- 24h support.
- Regular communication updates.

If you feel that you are right for this role technically, but the rate, location or seniority does not suit you specifically then please still feel free to send us your CV.

**Job Type**: Temporary contract
Contract length: 6 months

**Salary**: £14.50-£17.88 per hour

**Experience**:

- Complaints Support Officer/Complaints Administrator: 1 year (required)
- Borough Of/Councils/Council/Local Authority: 1 year (required)

Work Location: In person



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