Senior Customer Resolutions Officer - Catford, United Kingdom - Reed Business Support

Tom O´Connor

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Tom O´Connor

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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.
Hybrid role can be flexible with the number of days in the office (currently two per month minimum but likely to be increased to up to two days per week.

Immediate start

Ongoing temp booking

£22.25 paye / £29.30 ltd umb per hour

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