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Customer Experience Officer
2 weeks ago
This role sits within the new Customer Experience team in Customer Access & Digital Services and will support the centralisation of the Directorate feedback process. The feedback process covers compliments, comments/suggestions and complaints.
The role will have the ability to directly influence our customer satisfaction by being the voice of the Directorate, delivering a consistent response to residents whilst ensuring that we have in place an ethos of continual improvement.
The post holder, while being primarily customer focused, will be responsible for producing responses to feedback (including multi-service cases, and enquiries from stakeholders such as MPs, Councillors and the Local Government and Social Care Ombudsman) and ensuring the accuracy and timeliness of the response. This will involve gathering information for responses from services and adopting a common language and style of response, with a view to giving the best possible experience for our customers.
The post holder will co-ordinate and monitor key performance information to ensure that the Council meets its deadlines in terms of information gathering, responding, reporting and statutory compliance. They will contribute to reports, statistics and lessons learned and help recommend and monitor the implementation of actions to be taken as a result.
The post holder will also review, develop and implement effective administrative and information systems and processes and support feedback officers and other staff in their feedback related duties, including the roll out and hosting of training and development.
Rate: Umbrella
**Job Types**: Full-time, Temporary contract
Contract length: 3 months
**Salary**: £15.34-£19.00 per hour
Expected hours: 37 per week
Schedule:
- Monday to Friday
**Experience**:
- customer: 1 year (preferred)
- local authority: 1 year (preferred)
Work Location: In person
