Job Title:Senior Customer Relations Officer
Location: HYBRID Working-Office based in Hounslow 2-3 days a week
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Hourly rate: £22.83 PAYE/£30.42 Umbrella an hour
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Contract Length: 6 months (possibility of extension)
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Working Pattern: Full Time, Monday - Friday, 36 hours
About the Role:
As a Senior Officer in the Customer Relations team, you will drive effective and efficient
complaints resolution, sharing advice, support and training to services on complaints
handling as well as Ombudsman cases, Freedom of Information (FOI) and
Environmental Information Requests (EIR), General Data Protection Regulations
requests (GDPR), Member Enquiries and MP enquiries. You will promote the value of
feedback and lessons learnt to drive service improvements.
Role Duties:
- Working in the multi-functional customer relations team; demonstrate leading with
heart, embracing new approaches and empowering our residents in line with our
customer and staff charters and the Councils values and behaviours
- Proactively ensure that the council adopts a strategic and corporate approach to
the implementation of all policies relating to dealing with complaints, Ombudsman
cases, FOIs, EIRs, GDPR requests, Member Enquiries and MP Enquiries.
- To ensure that services fully co-operate with the Housing Ombudsman and Local
Government and Social Care Ombudsman in relation to complaints investigations
in line the Joint Complaint Handling Code
-To support the Customer Relations Team Lead in ensuring that services fully co operate with FOI, EIR, GDPR Requests and conduct internal reviews in response
to FOI and EIR requests and prepare responses to ICO enquiries as required.
-To support the Customer Relations Team Lead in creating, developing, monitoring
and evaluating all procedures and systems for dealing with complaints,
Ombudsman, FOIs, EIRs, GDPR requests, Member Enquiries and MP enquiries.
-To supervise Customer Relations Officers and help to build a positive, resident
centric team culture.
-Mentor and support Customer Relations Officers, helping them to build the
knowledge and skills through 121 training, shadowing etc.
-To investigate and advise on complex and contentious issues.
-To support the end-to-end processes for dealing with complaints, Ombudsman
cases, FOIs, EIRs, GDPR Requests, Member Enquiries and MP enquiries,
ensuring high quality and timely responses by providing oversight and governance,
to maintain and improve performance across the council.
-To provide feedback, management information and reports on trends and
performance to the Council, CLT, senior officers and the services.
-To disseminate best practice throughout the council on all matters relating to
customer care and the handling of complaints, Ombudsman cases, FOIs, EIRs,
GDPR Requests, Member Enquiries and MP enquiries.
-To support the Customer Relations Team Lead in identifying policies, procedures
or working practices that have an adverse impact on customers and work with
service managers to improve them and thus improve the level of customer care
provided to the council's residents.
-Ensure that all policies, procedures, guidelines and other information e.g. leaflets,
website content, are reviewed and kept up to date.
-Provide training and support to ensure that handling of complaints, Ombudsman,
FOIs, EIRs, GDPR requests Member Enquiries and MP enquiries are completed to
a high standard; including Quality Assurance to identify areas for improvement.
-To work closely with Members and MPs and their caseworkers regarding
constituent enquiries and complaints.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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