Complaints and Customer Care Advisers

Kent County Council; Ashford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local government authority in England seeks a dedicated professional to join the Complaints and Customer Care Team. The role involves managing customer feedback, ensuring quality responses within statutory timescales, and collaborating with various stakeholders. Strong communication skills and a solid understanding of children's social care services are essential. This position supports a diverse and inclusive environment within the Council.

Qualifications

• Ability to receive and process feedback effectively.
• Good communication skills to interact with stakeholders.
• Self-motivated and able to work under pressure.

Responsibilities

• Receive feedback and facilitate responses for customers.
• Work closely with stakeholders to provide quality responses.
• Fulfill requests for information from the Ombudsman.
• Develop knowledge of children’s social care services.
• Promote good practice in customer service.

Skills

Customer service

Stakeholder engagement

Feedback management

Knowledge of children's services

Job description

Overview

You will join an experienced Complaints and Customer Care Team and be responsible for receiving feedback and facilitating responses for customers of the Children, Young People and Education directorate. The role will enable you to work closely and collaboratively with stakeholders in providing quality responses within statutory timescales, as well as fulfilling requests for information from the Local Government and Social Care Ombudsman. You will further develop your skills, expertise and knowledge of a wide range of services, including children's social care services and Special Educational Needs (SEN), and promote good practice in relation to customer service across the Directorate.

Responsibilities

• Receive feedback and facilitate responses for customers of the Children, Young People and Education directorate.
• Work closely with stakeholders to provide quality responses within statutory timescales.
• Fulfils requests for information from the Local Government and Social Care Ombudsman.
• Develop knowledge of services including children’s social care and Special Educational Needs (SEN).
• Promote good practice in customer service across the Directorate.

Role Context and Requirements

This post is considered by KCC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English/Welsh sufficient for the effective performance of the job requirements. The appropriate standards are set out in the Job Description/Person Specification. We would welcome applicants who are self-motivated, and able to work under pressure whilst providing a quality service.

Flexibility and Diversity

Work that works for you and us - let\'s talk flexibility!

KCC is committed to building a workforce which reflects the diversity of the county\'s working residents, encouraging applications from people of all ages, abilities, genders, sexual orientations, ethnic backgrounds, faiths and those with caring responsibilities, and aspires to create an inclusive workplace where everyone can be themselves at work.

Application Note

Please note - if you are interested, please apply soon as possible as the closing date for this advert may be earlier than stated should a number of suitably qualified candidates apply.