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Customer Experience Specialist

2 months ago

Havering atte Bower, Greater London, United Kingdom Hatched Recruitment Group Full time
Triage and Research Officer

Havering - 1 day per week in office

Job Role

Be responsible for enhancing our customer's complaints and/or Data and Information request journey by ensuring that each enquiry is reviewed and allocated to the correct pathway for processing. Officers receive, record, and triage the request to determine their complexity, to review any history, identify any legal or statutory alignment and either take proactive steps to resolve less complex issues or prepare briefings ready to pass on to a subject matter expert. They monitor incoming requests and processing status to ensure substantial risk requests are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles with line managers and senior officers.

Key Responsibilities
  1. Receive and triage written and verbal service complaints, notifications and enquiries whilst conducting thorough and timely comprehensive reviews of incoming material.
  2. As the above for Information Access, Subject Access and EIRs.
  3. Risk assess complaints and requests for information to support informed decision making; ensuring those identified as high risk and/or high complexity are prioritised as most urgent.
  4. Utilise statutory provisions to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time limits.
  5. Help, and where appropriate make referrals for, individual...