Enhance Customer Experience as a Corporate Complaints Expert
3 days ago
We are seeking an experienced Corporate Complaints Learning and Improvement Officer to join our Shared Services Partnership team.
About the RoleIn this role, you will be responsible for handling customer complaints and freedom of information requests, responding to inquiries, and drafting decisions made by the Local Government Ombudsman. You will also help the Council reflect on feedback, identify areas for learning, and improve its services.
You will be integral to improving customer service through listening to and learning from local residents, ensuring their expectations are met. Handling and resolving complaints from diverse individuals, you will directly influence the experience of our customers.
Responsibilities- Record, report, analyse, and quality assure complaints
- Maintain the case management system
- Proactively challenge the Council to do better by identifying what can be learned from complaints
To succeed in this role, you should have a track record of experience in complaint handling or dispute resolution. This enables you to respond to complainants in a sensitive and understanding manner that demonstrates empathy. Resolving complex problems, you can turn negative experiences into positive outcomes.
You should demonstrate excellent communication skills, both in person and in writing. Your written skills will be valuable not just in terms of writing responses to complaints, but also when providing clear written feedback to internal stakeholders when a complaint requires quality assurance.
BenefitsWe offer a competitive salary range of £37,575 - £41,286 per annum, along with a high-quality pension scheme and generous annual leave plus bank holidays. You will work collaboratively in a friendly, inclusive, and supportive team environment.
This is an exciting opportunity to make a real difference in the lives of Kensington and Chelsea residents. As an independent team member, you will contribute to creating a better, safer Borough.
About UsAt the Royal Borough of Kensington and Chelsea, we put local people at the heart of everything we do. Working in partnership with the community, we strive to provide quality services that are responsible, effective, and efficient.
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