Customer Resolution Officer - West London, United Kingdom - MMP Consultancy

MMP Consultancy

Verified Company

West London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

MMP Consultancy are looking to recruit a Customer Resolution Officer on a temporary basis working for a local authority based in Hammersmith.

This will be a temporary position paying £26.83 per hour Umbrella.

Responsibilities:

Deliver an effective, complaints, enquiries and compliments management service which ensures service standards are met.
Providing information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council's policy and procedures.
Proactively assist staff across The Economy and other departments to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
Contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
Monitor and track multi complex complaints, enquiries and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.
Work collaboratively with internal and external parties including elected members, managers and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate.
Coordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services.

Experience required:

Significant experience investigating and responding to Customer Complaints
Present previous experience of working within Social Housing or Local Government
Experience of handling challenging and complex situations
An effective communicator at all levels, you will be able to work proactively and independently to deliver on tight timescales

Title:
Customer Resolution Officer

Location:
Hammersmith

Salary:
£26.83 Umbrella