Senior Customer Resolutions Officer

4 months ago

London, United Kingdom Akton Recruitment Full time

**Senior Customer Resolutions Officer**
**Lewisham**
**£28/hr**
**Start date: ASAP**
**Hybrid role mainly working from home but expected in the office 1 day per week.**

AKTON recruitment is working closely with the local authorities and we are looking for a Senior Customer Resolutions Officer in the Lewisham area. 3 - 6 months contract.

**Main Purpose of the job**:

- To investigate and resolve corporate and statutory complaints, enquiries from representatives and information requests for the Council
- To identify service failures and opportunities for service improvement
- To provide advice, support and training to service areas to improve resolution at the first 'point of contact' and decrease escalation rates
- To ensure service areas work within the 'governance framework', to allow the Complaints and Casework Team (CCT) to meet performance KPIs, tackling non-compliance and/or escalating as appropriate
- _______________________________

**Summary of Responsibilities and Personal Duties**:
1. Investigate and resolve a range of complex/sensitive corporate and statutory complaints for the Council; ensuring that complaints do not escalate unnecessarily to the next stage of the complaints process.

2. Liaise with customers and service areas to conduct a thorough, resolutions based, investigation; ensuring opportunities to learn and improve 'point of contact' resolution are identified and fed back to service areas.

4. Plan and organise own workload to meet stringent deadlines and/or to meet the CCT 'governance framework' obligations; identifying risks to service delivery from competing priorities and escalating to the Corporate Complaints, Casework and Contracts Manager as appropriate.

5. Coordinate service areas to meet their 'governance framework' obligations; addressing
low-level areas of non-compliance and/or escalating risks and concerns to service or the Corporate Complaints, Casework and Contracts Manager as appropriate.

**Knowledge**
- Excellent understanding of customer service delivery and best practice; complaint management, specifically effective complaint investigations
- Good level of understanding of legislation relating to role responsibilities: statutory social care complaints, information requests (DPA, FOIA)
- Good level of understanding of ombudsman frameworks - eg Local Government and Social Care Ombudsman or similar

**Experience**
- Substantial customer service and/or complaint investigations within public sector or similar complex organisation
- Substantial experience of dealing with complex and sensitive complaints/enquiries
- Substantial experience of working within performance focused environment, delivery to stringent key performance indicators (KPIs)/service level standards
- Experience of working with a diverse group of stakeholders at varying levels of seniority
- Experience of working within legislative frameworks (e.g. Ombudsman/Statutory frameworks)

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