Full Time 37 hours per week
The Customer Relations Team handles all customer feedback across Devon County Council and is the first point of contact for our customers or their representatives.
We are looking for someone to join the team as a Senior Customer Relations Officer. You will have responsibility for managing a case load of complaints ensuring that they are investigated and responded to appropriately by operational staff. In addition you will work Heads of Service and their management teams to ensure that the Council learns from and takes actions to improve services as a result of the outcomes from complaints.
You will need to have a sound knowledge of policy and procedure in respect of complaints management and experience of working within a customer services environment.
Working effectively under pressure, confidently managing people who can be challenging, angry, upset and emotional, working as part of a team, ability to manage differing workloads and rise to the challenges presented by the nature of the work, attention to detail and excellent letter writing skills are all essential criteria for this role. In addition you will need to be competent working in Officed 365 and Complaint Management Systems.
A role where no two days are the same, you will use your attention to detail and excellent customer service skills to provide our customers with outstanding service and excellent verbal and written communication.
In return, you will be offered the following:
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competitive pay,
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excellent local government pension scheme, including death in service benefits,
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flexible working, allowing for balance between your work and personal life
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training and support
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learning and development opportunities
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access to our 24 hours a day, 365 days a year employee assistance programme,
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Employee discounts program
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23 days annual leave rising to 28 after 5 years’ service and then increasing in increments to a maximum of 31 days at 20 years’ service. On top of this, colleagues will be given the 3-day period between Christmas and New year as paid time off as well as bank holidays.
Please click Apply Now to see further information.
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DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages.
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Happy to Talk Flexible Working - The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
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We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
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This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
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Personal data we collect from you will be processed in accordance with the Applicant privacy notice.
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For more information about Working for Devon please visit our Working for Devon page