Customer Care & Complaints Specialist

Carrington Blake Recruitment; Tees Valley; Hybrid; GBP 29,456 - 35,000; Full time

Benefits offered by this job

Hybrid working

Dress code: Smart Casual

Job summary

Darlington Borough Council is seeking a capable Customer Service Officer to handle complaints, information requests, and feedback from customers. You will log, route, monitor, and update customers on progress, ensuring timely responses in line with policies.

Key duties include handling enquiries via phone, email, and post, maintaining records, and supporting multiple Council services. The role requires clear communication in English and a collaborative approach, with hybrid working and a Smart

Qualifications

• Committed to high standards of customer service.
• Ability to communicate, both orally and in writing, to a wide range of audiences.
• Experience of dealing with dissatisfied customers over the telephone and in person.
• IT literate, capable of using MS Word/Excel and office packages.
• Experience of dealing with FOI requests desirable

Responsibilities

• Receive and process complaints, compliments, comments, and information requests.
• Record enquiries accurately on the Council's case management system.
• Allocate cases to the appropriate Council service.
• Monitor cases and ensure responses are provided within agreed timescales.
• Keep customers informed about the progress of their enquiries.
• Respond to routine enquiries and explain Council procedures.
• Maintain accurate records and produce basic reports when required.
• Handle confidential information in line with Council policies and data protection requirements.
• Work with colleagues across the Council to support excellent customer service.
• Contribute to improving services by identifying common issues and customer feedback.
• Carry out any other duties appropriate to the role.

Skills

Customer service

Written communication

Oral communication

Teamwork

MS Word/Excel

FOI requests

Tools

MS Word

Excel

Job description

Darlington Borough Council is seeking a capable Customer Service Officer to handle complaints, information requests, and feedback from customers. You will log, route, monitor, and update customers on progress, ensuring timely responses in line with policies.

Key duties include handling enquiries via phone, email, and post, maintaining records, and supporting multiple Council services. The role requires clear communication in English and a collaborative approach, with hybrid working and a Smart