Senior Customer Resolutions Officer - London, United Kingdom - Akton Recruitment

Akton Recruitment
Akton Recruitment
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Senior Customer Resolutions Officer

Lewisham

£28/hr

Start date:
ASAP

Hybrid role mainly working from home but expected in the office 1 day per week.


AKTON recruitment is working closely with the local authorities and we are looking for a Senior Customer Resolutions Officer in the Lewisham area months contract.


Main Purpose of the job:


  • To investigate and resolve corporate and statutory complaints, enquiries from representatives and information requests for the Council
  • To identify service failures and opportunities for service improvement
  • To provide advice, support and training to service areas to improve resolution at the first 'point of contact' and decrease escalation rates
  • To ensure service areas work within the 'governance framework', to allow the Complaints and Casework Team (CCT) to meet performance KPIs, tackling noncompliance and/or escalating as appropriate
- _______________________________


Summary of Responsibilities and Personal Duties:

  • Investigate and resolve a range of complex/sensitive corporate and statutory complaints for the Council; ensuring that complaints do not escalate unnecessarily to the next stage of the complaints process.
  • Liaise with customers and service areas to conduct a thorough, resolutions based, investigation; ensuring opportunities to learn and improve 'point of contact' resolution are identified and fed back to service areas.
  • Plan and organise own workload to meet stringent deadlines and/or to meet the CCT 'governance framework' obligations; identifying risks to service delivery from competing priorities and escalating to the Corporate Complaints, Casework and Contracts Manager as appropriate.
  • Coordinate service areas to meet their 'governance framework' obligations; addressing

low-level areas of non-compliance and/or escalating risks and concerns to service or the Corporate Complaints, Casework and Contracts Manager as appropriate.


Knowledge

  • Excellent understanding of customer service delivery and best practice; complaint management, specifically effective complaint investigations
  • Good level of understanding of legislation relating to role responsibilities: statutory social care complaints, information requests (DPA, FOIA)
  • Good level of understanding of ombudsman frameworks eg Local Government and Social Care Ombudsman or similar

Experience

  • Substantial customer service and/or complaint investigations within public sector or similar complex organisation
  • Substantial experience of dealing with complex and sensitive complaints/enquiries
  • Substantial experience of working within performance focused environment, delivery to stringent key performance indicators (KPIs)/service level standards
  • Experience of working with a diverse group of stakeholders at varying levels of seniority
  • Experience of working within legislative frameworks (e.g. Ombudsman/Statutory frameworks)
More jobs from Akton Recruitment
See all jobs of Akton Recruitment