Customer Experience & Complaints Officer (On-site 3 Days/Week)

Essex County Council; Essex; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government council is seeking a dedicated Complaints Officer based in Harlow. This full-time temporary role focuses on improving the handling of resident complaints and delivering resolutions effectively. You will engage with residents, conduct thorough investigations, and promote a positive complaints culture within the council. The position demands excellent communication skills and a customer-focused approach, contributing to the overall enhancement of council services. This is an opportunity to make a meaningful impact in the community.

Qualifications

• Experience in handling complaints professionally and effectively.
• Ability to draft clear and concise written responses.
• Demonstrable skills in customer service and engagement.

Responsibilities

• Log and acknowledge resident complaints according to procedures.
• Engage with complainants to understand their issues.
• Investigate complaints by reviewing case histories.
• Draft responses that are clear, concise, and empathetic.
• Conduct root-cause analysis for service improvement.

Skills

Complaint handling

Effective communication

Root-cause analysis

Collaboration

Empathy

Job description

A local government council is seeking a dedicated Complaints Officer based in Harlow. This full-time temporary role focuses on improving the handling of resident complaints and delivering resolutions effectively. You will engage with residents, conduct thorough investigations, and promote a positive complaints culture within the council. The position demands excellent communication skills and a customer-focused approach, contributing to the overall enhancement of council services. This is an opportunity to make a meaningful impact in the community.