Customer Service and Resolution Specialist

2 weeks ago


London, Greater London, United Kingdom Carrington Blake Recruitment Full time
Job Title: Customer Care and Performance Officer

Description: Housing Repairs – Customer Services – Customer Insight and Resolutions – Customer Resolutions

Key Responsibilities:
  1. Complaints Management: Deliver an effective complaints, enquiries, and compliments management service ensuring service standards are met.
  2. Information Provision: Provide information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases, and Subject Access Requests in accordance with the Council's policy and procedures.
  3. Issue Resolution: Proactively assist staff across The Economy and other departments to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
  4. Performance Reporting: Contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
  5. Complex Case Management: Monitor and track multi-complex complaints, enquiries, and specialist investigations, and follow up works through to completion, liaising with contractors and other internal departments.
  6. Collaboration and Feedback: Work collaboratively with internal and external parties including elected members, managers, and contractors, providing regular feedback to residents to ensure consistent practices operate across the directorate.
  7. Customer Consultation: Co-ordinate and facilitate consultation with customers regarding their involvement in reviewing and improving services.

Umbrella Rate – £26.83



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