Complaints Resolution Specialist

3 days ago

London, Greater London, United Kingdom The Royal Borough of Kensington & Chelsea Council Full time
Corporate Complaints and Learning Officer

About the Role:

We are seeking a highly skilled and experienced Corporate Complaints and Learning Officer to join our team. As a key member of our Corporate Complaints, Learning and Improvement Team, you will play a vital role in improving customer service and ensuring that we meet the expectations of our residents.

Key Responsibilities:

  • Handling and resolving complaints from residents in a respectful and inclusive manner
  • Recording, reporting, analysing, and quality assuring complaints to ensure effective and timely responses
  • Collaborating with services to improve the customer experience and develop policies for customer satisfaction
  • Proactively challenging the Council to do better by identifying areas for improvement and learning from complaints

Requirements:

  • Experience in complaint handling or dispute resolution
  • Excellent communication skills, both in person and in writing
  • Good interpersonal skills for building relationships with residents and Council colleagues
  • Familiarity with Microsoft Word and Excel for producing reports and analysis

What We Offer:

A competitive salary, a high-quality pension scheme, and generous annual leave plus bank holidays. We are an equal opportunities employer and welcome applications from all qualified candidates.

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