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Sheffield

    Senior Customer Service Advisor - Sheffield, United Kingdom - Sheffield City Council

    Sheffield City Council
    Sheffield City Council Sheffield, United Kingdom

    6 days ago

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    Description

    An opportunity has arisen for a full time Senior Customer Service Advisor position within the Feedback and Complaints Team (Customer Services).

    The Customer Feedback and Complaints Team supports the wider council in the logging, tracking, and monitoring of complaints, whilst providing procedural guidance and support to colleagues to ensure adherence to the Complaints Policy.

    As a Senior Customer Service Advisor, you will be working within an established team and provide support to frontline staff, peers and investigating managers to ensure complaints are responded to in line with Sheffield City Councils complaints policy and procedures.

    Knowledge and experience of the Council's Complaints Policy and procedures, including Ombudsman and statutory social care complaints procedures is desirable.

    Other duties will include you supporting the Customer Feedback & Complaints Team colleagues to complete their day-to-day tasks, help and guide on more complex queries and support the Team Leaders with their daily duties.

    We are looking for a skilled and enthusiastic individual who puts customers first, has a keen eye for detail and has experience in following and delivering services in line with policies and procedures. We would also like someone who has skills in both using word and excel to produce reports to services on complaint handling performance.

    You may be required to work across several disciplines and from various work sites to meet the needs of the service and the hours will be Monday to Friday – 37 hours per week.

    For informal discussion, please contact Emily Cosgrave via email

    We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

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