Complaints & Enquiries Officer - London, United Kingdom - Royal Borough of Greenwich

Royal Borough of Greenwich

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Street Services provides a highly important service to all the borough's residents and visitors from sweeping roads to collecting and emptying household and business waste bins.

This is a vital front-line service and has a huge impact on residents and the community.

An exciting opportunity has arisen within Street Services busy operational team (18 month fixed term or secondment).

A self-starter and team player, you will be instrumental in supporting some of the Council's most visible and high-profile frontline services, including waste collection, street cleansing and enviro-crime enforcement.

You will be responsible for all aspects of casework and complaints management within the department, ensuring a professional, consistent and co-ordinated approach to issue resolution and communication with affected customers and stakeholders.

Key aspects of your role will include:

Taking lead responsibility for and dealing effectively with all member casework, MP enquiries, complaints, FOI's and service complaints/enquiries from the Contact Centre and other sources associated with Street Services and ensuring all complaints and enquiries are responded to within corporate timescales
Responsible for ensuring that enquiries and complaints from members of the public referring to service delivery are dealt with appropriately either verbally or in writing, drafting and collating responses from a number of departments where necessary.
Analysing trends in reasons for complaints and working with operational managers to implement changes in service provision, specifically the way in which resources are deployed ensuring that our approach to service delivery is proactive and reflects customer needs
Developing and improving the complaints and casework processes where appropriate and delivering regular training to Street Services and Fleet & Waste Strategy Senior Managers.
Act as responsible officer in Street Services and Fleet & Waste Strategy for Freedom of Information and Data Protection requests. Logging and processing requests in accordance with the agreed procedure.

You will be dealing with a wide range of stakeholders in various formats, so excellent verbal and written communication skills are essential.

With a focus on providing excellent customer service, you will be well organised with an ability to plan, prioritise and manage your workload to meet prescribed deadlines.

You will work a 35 hour week, however flexibility is essential as you will be required to attend occasional meetings with Councillors and residents during evenings and weekends.

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Advert Close:
All vacancies close at midnight unless otherwise stated.

Salary:
Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

Organisation

Royal Borough of Greenwich
Reference

REC/23/0024

Salary Details

- £ £3860

Additional Allowances

- n/a

Location Postcode
SE28 8BF
Job Term and Hours per Week
Fixed term (secondment available to internal staff if approved by Chief Officer); 3
Closing Date
21 May 2023