Senior Complaints Officer
1 month ago
The Senior Complaints Officer plays a vital role within the organisation, providing a key point of contact for complainants and stakeholders.
The post holder reports to the Complaints Manager
They will work closely with the Director of Public Realm within LB Lewisham, and will develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided by the division following investigation, their questions and concerns are adequately addressed.
To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers. As a member of the Complaints and Feedback Team, the post holder will continually review the systems in place to improve the efficiency of the service and the learning from complaints. Under the guidance of the Complaints and Feedback Manager, the post holder will identify potential/actual risks associated with complaints and liaise with appropriate personnel both within and outside the Council. The post is suitable for someone with experience in complaints handling and/or experience of working in a problem solving customer service role.
They must also be able to get on with people at all levels of the organisation, including working with Senior Management and Councillors, and with complainants who may be distressed or frustrated. The post holder will Ensure the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Complaints and Feedback Team. Ensure that they investigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants within agreed timescales.
Be proactive in the development and implementation of corporate policies to improve customer satisfaction. Support and assist the Complaints and Feedback Manager in overseeing the effective development and implementation of complaints procedures across the Council, in liaising with the Local Government and improving the delivery of the Council's customer focused approach in delivering services. Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling. Help to maintain the case management system and flag any system changes that may be required to improve service delivery.
Tate is acting as an Employment Business in relation to this vacancy.
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