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Customer Relations Officer

2 months ago

Bristol, Bristol, United Kingdom Bristol City Council Full time
Job Description

Full Time, Permanent

You will join a centralised Customer Relations Team supporting hundreds of service-based officers who deal with thousands of Complaints and Councillor/MP cases each year.

You will focus on Housing and Landlord Services casework, primarily Complaints, although there may be occasions when you will be required to work on non-Housing related casework.

You will use your initiative and in-depth knowledge to triage Housing and Landlord Services cases within the agreed timescales. This will include assigning casework to the right teams and officers using the council's i:Casework system, sending customised acknowledgment emails, responding to complaints when appropriate and coordinating responses for complex, multi-service complaints.

You will also provide advice and guidance to service-based staff who deal with casework, who occasionally require help with procedures, system queries or complex cases.

Key Responsibilities:

  • Triage and assign casework to the right teams and officers
  • Send customised acknowledgment emails and respond to complaints
  • Coordinate responses for complex, multi-service complaints
  • Provide advice and guidance to service-based staff

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working.

Join us and you'll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you'll be working in a supportive environment where you'll have the chance to make Bristol a better place and contribute to its future.