Complaint Service Improvement Officer

Job Switch; Little London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A public service organization in Little London seeks a Complaint Service Improvement Officer to manage customer complaints and lead service enhancement initiatives. This role involves analyzing enquiries and requests while ensuring compliance with legislative procedures. We are looking for someone with strong research and analytical skills to help improve service quality. Candidates should have experience in effective communication and project management, aiming to foster continuous improvement within the organization.

Qualifications

• Experience in handling customer complaints and enquiries.
• Strong analytical and research skills for service improvement.
• Ability to follow legislative procedures and corporate guidelines.

Responsibilities

• Handle customer complaints and related enquiries.
• Initiate and lead service improvement projects.
• Collate and manage records of enquiries and requests.

Job description

Complaint Service Improvement Officer

• Responsible for the handling of customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).
• Lead and initiate the Directorates service improvement work and identifying improvements in service.
• Run or support the Community Services Directorate with project work and administrative tasks.
• Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.
• Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.
• Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.