Customer Relations Officer - Woking, United Kingdom - Surrey County Council

Surrey County Council

Verified Company

Woking, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Introduction

Surrey County Council is committed to the development of its workforce and as such
this role is only available to applicants who already work for Surrey County Council.

We thank you for your interest in Surrey County Council and would encourage you to review our current vacancies which are available to all.

The starting salary for this role is £36,989 per annum for working 36 hours per week.

If you'd like to be part of a team that makes a tangible difference to the communities we support, and you enjoy the challenges and rewards of empowering families to feel heard, then we have a great opportunity waiting for you in our Customer Relations Team.

The team
Our aim is to promote good working practice and deliver continuous improvement for our children and families.

We work with young people and their families or carers to resolve concerns about the support they receive from children's social care and education services.

We appropriately challenge and are professionally curious.

We not only listen to families but work with them to identify areas that may need improvement and share this intelligence with Practitioners and Senior Leaders to affect change.

Together we are working to:

Support families to navigate the complaint process and empower them to feel heard
Work with Councillors and MPs to inform responses for concerns brought to their attention by residents/constituents
Identify themes and trends arising from complaints and concerns
Report and share case studies and data compilation reflecting these same themes and trends to improve frontline services for children and young people in Surrey

Your role

As a Customer Relations Officer you'll play a pivotal role in the team, managing a diverse caseload of complaints and contacts from MPs and Councillors.

Your day-to-day responsibilities will include addressing escalation requests, supporting colleagues in responding to concerns, and identifying emerging trends and themes.

Collaborating closely with the Assistant Customer Relations Manager, you'll contribute to independent investigations and outcome reporting, ensuring that we provide value for money.

Additionally, you'll liaise with County Councillors, Members of Parliament, Ofsted, and the Local Government Ombudsman to promote effective communication and resolution.

What we're looking for.
An outstanding communicator who can engage confidently, sensitively, and courteously, both verbally and in writing. Given the nature of our work, experience in handling difficult situations is essential.

You should be comfortable working at a fast pace to meet time-critical deadlines while maintaining a high level of effectiveness.

Here are the qualities, skills & experiences we are looking for in our Customer Relations Officer:

Experience working in a targeted and pressurised environment, demonstrating the ability to prioritise effectively
Excellent customer service skills with a strong command of written and verbal communication
Ability to work autonomously and take ownership for own workload
Strong analytical skills to identify trends and draw meaningful insights
Experience in drafting high quality customer facing correspondence
An understanding of issues relating to confidentiality and the management of sensitive issues
An awareness of the Children Act Representation (England) Regulations, associated guidance in Getting the Best from Complaints 2006 and the SEND Code of Practice

This is a complex and challenging area of work, but the impact we have is significant. Join our team and help us create positive change for those who need it most.

At Surrey, our values and behaviours are just as important as our skills and abilities. They shape who we are as an organisation. Find out more about the values
we follow.
Additional Information
The job advert closes at 23:59 on 9th July with interviews to follow.

An enhanced DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) and the Children's and Adults' Barred List checks will be required for this role.

Contact Details

Benefits
From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role.

You will benefit from 26 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme.

For more information about the wide variety of benefits you can take advantage of please visit
MyBenefits for Surrey County Council staff.

**Our Commitment