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Slough

    Complaints Casework Officer - Slough, United Kingdom - CRA GROUP LIMITED

    CRA GROUP LIMITED
    CRA GROUP LIMITED Slough, United Kingdom

    5 days ago

    Default job background
    Description

    3 monthscontract with a Berkshire based LocalAuthority

    KeyDuties/Accountabilities:

    Providingeffective administrative support including logging council wideComplaints Member (Councillor) casework and queries receiveddirectly from Members ofParliament.

    Ensuredepartments respond appropriately within the required timescalesand include learning and that actions are taken to preventescalation and reoccurrence of cases dealtwith.

    Establish anetwork of key contacts across the council in order to ensuretimely responses and resolutions for complaints and memberscasework.

    To be a pointof contact to receive log and acknowledge stage 1 2 complaintsenquiries from Members and queries from our localMP.

    Provide adviceon the complaints process when asked by the general public membersand officers.

    To liaise withMembers regarding casework submitted on behalf of theirconstituents.

    Promoting thebenefits of great customer service and earlyintervention.

    Coordinatejoint responses where a case requires input from more than onedepartment.

    Problem solvingand establishing workable solutions to complex complaints orcaseworks ensuring that all cases are processed in a fair andtimelymanner.

    Review thequality of replies and ensure that any learning points areidentified andactioned.

    Advising staffon the need for process policy and service improvement whereappropriate.

    To utilise ourinhouse system to log cases and predominantly useOutlook.

    Additionalinformation tonote:

    Hybrid workingarrangements (2 days per week are required in theoffices).

    The closing datefor this position is Thursday14/03/2024.


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