Senior Customer Resolutions Officer - Catford, United Kingdom - Reed Business Support
Description
My client, a southeast London local authority, seek an experienced Senior Customer Resolutions Officer to start an ongoing temp booking asap.
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
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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 Manageras appropriate.
- Coordinate service areas to meet their 'governance framework' obligations; addressing lowlevel areas of noncompliance and/or escalating risks and concerns to service or the Corporate Complaints, Casework and Contracts Manager as appropriate.
Immediate start
Ongoing temp booking
£22.25 paye / £29.30 ltd umb per hour
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