Complaints Officer - London, United Kingdom - Akton Recruitment

Akton Recruitment

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Westminster

£24 Per Hour

I am recruiting for a local authority who is looking for someone to coordinate complaints and correspondence received from communities and ward councilors, minimising duplication, and monitoring the timeliness and effectiveness of the response.

To develop, implement and deliver a structured and coordinated approach to correspondence and complaints, in conjunction with team leaders, heads of service and the corporate complaints team.

Ensure that complex, high risk and persistent complaints are responded to in the appropriate way, through facilitating the allocation of specific project-based interventions from the response service.

Responsibilities:

To develop, deliver and monitor the communications strategy and communications plans for the directorate both externally and internally.

Responsible for reporting back to the Senior Leadership Team and communications regarding allocation of resources.

To ensure that all complaints and correspondence are recorded, minimise duplication and are given a timely and appropriate response.

To ensure the delivery of consistent communications across WCC and externally, to promote the work that the service delivers for its communities.

To explore opportunities to update an internal website and communication channels for staff and managers and continue development of the directorates external web pages.

To develop, implement and deliver a structured and coordinated approach to correspondence and complaints, in conjunction with team leaders, heads of service and the corporate complaints team.

To act as a single point of contact for freedom of information and customer complaints to ensure allocation and responses are dealt with in a consistent and timely manner.

To manage the collation of relevant reports from services across the directorate, to showcase activity undertaken across the directorate, feeding into full council, audit and performance and policy and scrutiny.