Complaints Support Officer

inploi; Bolton; On-site; GBP 25,000 - 28,000; Full time

Job summary

A local council organization in Bolton is seeking a Complaints Support Officer to enhance service delivery. The role involves being the first point of contact for complaints, triaging cases, and supporting the team in tracking progress. Ideal candidates will be customer-focused, organized, and tech-savvy, ensuring sensitive information is managed appropriately. This opportunity offers significant career development and the chance to help improve community services. Flexible working options are available.

Benefits

Generous annual leave allowance

Flexible work opportunities

Exclusive gym membership discounts

Employee wellbeing support services

Qualifications

• Strong ability to manage work with confidentiality and sensitivity.
• Loads of initiative and a proactive work ethic.
• Excellent team spirit with focus on delivery.

Responsibilities

• First point of contact for inbound queries and complaints.
• Triaging and allocating complaints to colleagues.
• Tracking the progress of complaints through a technology system.
• Liaising with services to ensure timely responses.

Skills

Customer-focused

Strong communication skills

Organizational skills

Attention to detail

Ability to work without supervision

Tech-savvy

Job description

Overview

Grade: D scp 6 £25,989 to scp 11 £27,142. Contract: Permanent. Unfortunately, we are unable to offer sponsorship for this role.

Artificial Intelligence (AI) at Bolton Council

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting. We understand that AI may be used as a reasonable adjustment; if you are using AI to support your application, please give a brief explanation why to help ensure a fair selection process.

Ask us about flexible working options to fit with your work/life balance - #HappytoTalkFlexible

The Role

Bolton Council has a wonderful opportunity for you to join the team in the role of Complaints Support Officer. You’ll join a new team of six based in the Corporate Resources directorate and you will report to the Complaints Manager. This job might either suit someone who is starting their career or you may be well-experienced in support roles, but either way, you’ll be taking up a job that will really help the Council strengthen its services and delivery to customers across the borough.

You’ll be working closely with colleagues in the Complaints team and beyond to ensure fair outcomes for residents, businesses and organisations across the borough of Bolton, and to help the Council continually improve its service delivery. You will have a varied role, with responsibilities for instance including being the first point of contact for the team regarding inbound queries and complaints, triaging them, and allocating them as appropriate to colleagues for follow-up. You will track the progress of the complaints through a technology system and support the team by reporting on the overall status and ageing of cases. The role will involve liaising with services across the Council to help ensure complaints are handled appropriately and the customer is responded to within the targeted timeframe.

You will be based in the prestigious Bolton Town Hall, which is easily accessible via local transport, including an excellent rail network and nearby motorway access.

The job provides a brilliant chance for future career development and presents a rewarding and meaningful opportunity to help people. This fantastic role will be advertised for a two-week period, but Bolton Council reserves the right to close the advertising before the end of this period, should any strong applications be received earlier in the process. We encourage candidates to apply at the earliest opportunity.

About You

You will be very customer-focused and a great team player. The Complaints service handles a lot of sensitive information, so you will have a strong ability at managing your work with confidentiality and sensitivity.

You’re likely to be well-organised and have an eye for detail. You’ll be comfortable with technology and using it to handle and process information.

You’re bound to have loads of initiative and ability to work without supervision. You’ll also need excellent communication skills.

All in all, you’ll be looking for an engaging and rewarding job, while having excellent team spirit, tenacity and focus on delivery!

About Us

This is your opportunity to join us at an exciting time as we have strong ambitions for the borough.

Bolton is a great place to work. We are a welcoming organisation that wants to contribute to a place where people feel active, connected and prosperous. We are passionate about improving the outcomes and experience of Bolton people. We want Bolton to be a vibrant place built on strong cohesive communities, successful businesses and healthy, engaged residents.

As an employer we want to thank our employees for their hard work and commitment, by giving them the opportunity to access a range of exclusive rewards and benefits, including discounts and exclusive gym membership prices and salary sacrifice schemes. In addition, we offer a generous annual leave allowance, flexible work opportunities, access to a Pension Scheme, as well as a range of employee wellbeing and support services.

Our Values are really important to us, read all about them below, along with all our great staff benefits, the job description/person specification for the role and the important legal bits, and our Top Tips too.

Ready to apply? Then please click Apply and upload your anonymised CV and supporting statement discussing your relevant skills and experience and explain how you believe they make you a strong fit for this role.

Within Greater Manchester, local authorities have made a commitment to improve the employment opportunities for people with disabilities, care leavers, carers, and ex-military personnel. Please see greater.jobs for further information before you apply.

We are committed to safeguarding and promoting the welfare of vulnerable adults and young people and expect all staff and volunteers to share this commitment. An Enhanced DBS with check of relevant barred list is therefore required for this post.

This post is a designated customer facing role under the fluency duty and requires a specified level of spoken English as per the person specification.

This organisation has signed up to the Greater Manchester Continuous Service Commitment. That means we will recognise your continuous or ‘unbroken’ service in any Greater Manchester local authority or NHS organisation that has signed the commitment, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority, giving you access to our service-related benefits. Please see the home page of greater.jobs for more information.

For more information about working for Bolton Council, please see greater.jobs; for advice and support with your application, contact [e-mail]