Complaints Resolution Specialist

4 weeks ago


Portsmouth, Portsmouth, United Kingdom Portsmouth City Council Full time
Job Title: Complaints Resolution Specialist

Portsmouth City Council is seeking a skilled Complaints Resolution Specialist to join our team. As a key member of our Housing, Neighbourhoods & Building Services department, you will play a vital role in ensuring that customer complaints are handled efficiently and effectively.

Key Responsibilities:
  • Manage and resolve customer complaints in a fair and timely manner, ensuring that all parties are satisfied with the outcome.
  • Work closely with internal stakeholders and external regulatory services to ensure compliance with relevant legislation and guidance.
  • Develop and implement effective complaint handling processes to improve service quality and customer satisfaction.
  • Collate and track actions, reporting findings internally and externally to customers, Elected Members, Senior Management teams, and other interested teams.
Requirements:
  • Experience of responding to and managing customer complaints, including a sound understanding of complaints processes within local government.
  • Excellent decision-making skills and good judgement, with the ability to work independently and as part of a team.
  • Extensive and demonstrable IT skills, including the Microsoft 365 package (Word, Excel, PowerPoint, Teams etc).
  • Experience of dealing with GDPR and Data Protection issues, with the ability to support others in developing an understanding while minimising risk and assuring compliance.
What We Offer:
  • A generous pension scheme.
  • Up to 31 days annual leave per year pro rata + bank holidays.
  • Flexible working options, including hybrid working with a minimum of two days office-based per week pro rata.
  • A range of retail discounts via our reward portal.
  • Free Access to Employee Assistance Program (EAP) and wellbeing support.
  • Access to a wide range of training and development opportunities.

We are a disability confident employer and welcome applications from all areas of society. If you require any support in completing the application form, please contact recruit@portsmouthcc.



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