Our public sector client is looking for Customer Experience Advisor to join them on temporary basis.
Location - Loughborough
Pay Rate - £12.80ph
Hours – 20 hours per week (9am – 1pm) Monday to Friday
Main Duties and Responsibilities:
- Collate, analyse and present customer feedback information, identify trends and issues to enable improvements to service processes across the organisation.
- Administer the corporate complaints process/system ensuring complaints are logged on the corporate system and responses are completed in line with target times.
3.To handle a range of different and sometimes challenging situations and react accordingly with tact, diplomacy and empathy to diffuse potentially tense situations in a positive and calm manner.
4.Ensure management and performance information, including system reports and statistics, customers’ satisfaction and service volume data is analysed on a regular basis to identify areas for improvement.
- In the absence of the Investigations Officer investigate and respond to stage 2 complaints to ensure a timely response inline with the Corporate Complaint Policy.
- Support the Revenues and Benefits Contract Officer to ensure all quality checks and incoming correspondence is handled within required timescales.
- Provide administrative support to the Customer Experience Team as required, including, Data governance, insurance and complaints.
8.As required, support the Customer Experience Team when working with different customer groups (through forums, working groups, surveys etc) and Councillors designing and testing new and re-engineered processes to ensure they meet the needs of our customers.
- Act as the first point of contact for any queries relating to corporate complaints, giving advice and support as required.
10.In the absence of the Data Protection and Information Security Officer administer the Freedom of Information process, ensuring requests are handled with the statutory guidelines.
- The postholder will be required to undertake such other duties commensurate with the grade, and / or hours of work, as may be reasonably be required.
- Responsible for protecting and managing information securely, and reporting breaches or suspected information security breaches, in line with Council policies