Customer Resolution Officer

Barnsley Metropolitan Borough Council; Barnsley; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Local government pension scheme

Flexible and hybrid working

Generous annual leave

Flexi time

Discretionary days

Job summary

Barnsley Metropolitan Borough Council is seeking a motivated Customer Resolution Officer to join our team. You will handle complaints directly with customers, using face-to-face, phone, and written communications.

You will manage your own caseload under adult and children’s social care complaint regulations and council processes. The role emphasises providing guidance to colleagues on case management, working within statutory requirements, and delivering the best outcomes for residents of

Qualifications

• Experience in a complaints management environment with the ability to analyse, review and communicate complex information.

Responsibilities

• Work directly with customers in the resolution of their complaints, face to face, by telephone and in writing.
• Hold your own caseload of complaint cases and manage these in line with statutory regulations for adult and children’s social care complaints and council processes.
• Provide advice and guidance to colleagues on complaint case management, statutory regulations for adult and children’s social care complaints, and council processes and procedures.

Skills

Analytical thinking

Communication skills

Caseload management

Complaint handling

Education

Level 3 qualification or equivalent

Job description

Position reference:50131536

Directorate:Core | Service:Legal Services

Working Arrangements : Monday to Friday - core hours inc. agile working

Contract type: Permanent

We are happy to talk flexible working arrangements with you, please get in touch .

The successful candidate will be required to speak English to an appropriate standard.

This post requires a Basic Criminal Record Check

Prospective employees will be required to give a reasonable account of any significant periods (6 months or more in the past 3 years) of time living abroad.

When applying, please ensure you are prepared to start work with all the necessary legal documents, such as a valid visa, relevant to the type of work you will be undertaking. Please be aware that our organisation does not possess a Home Office license and, as a result, is unable to provide sponsorship for anyone seeking a visa as a skilled or temporary migrant worker.

Pensions Regulations have provisions to reduce pension payments in certain circumstances of those who return to work within local government service. If you are in receipt of a pension upon commencing employment with the authority, this may affect your pension entitlements and you should therefore seek advice from the relevant Pensions Authority.

At Barnsley Council you can start a career that makes a real difference to people’s lives, helping our council and residents to be the best they can be.

We’re an award-winning council and one of the biggest employers in the borough, supporting around 243,000 people. We put people at the heart of everything we do, and that includes our employees. As part of the team, we offer lots of benefits and rewards to support you to thrive and grow, like flexible working, employee discounts, support for your health and wellbeing, and opportunities for training and development to grow your career and develop your skills.

There’s so much happening in our thriving borough, and now’s the perfect time to join our excellent Customer Resolutionteam as we work to make Barnsley the place of possibilities.

• We’re one of the biggest employers in the borough supporting around 243,000 people.
• Working at Barnsley Council means being part of a team that makes a real difference to people’s lives, where you can develop the skills you need to make change happen.
• If you join the team you’ll receive great pay alongside an excellent pension scheme. With flexible working we’ll also support your work/life balance, helping you to adjust your hours and take time off when you need it.
• We’ll help you to develop your career and grow your skills with opportunities for training and development.
• Key to our success is working with our residents, partners, businesses and organisations and building these partnerships to bring about change in Barnsley.

About the post:

As a council we pride ourselves in being an inclusive employer where a people-centred culture is at the front‑end of supporting our people’s well‑being, motivation, and productivity. We understand the importance of flexibility and we offer a range of flexible working patterns to aid a work life balance that accommodates individual needs.

As a modern employer we actively remove the barriers to employment. Whether you are looking for a part‑time opportunity, a working parent or carer, living with a disability or long‑term health condition, we welcome and value your application to join our team.

We are looking for a motivated, enthusiastic, and committed Customer Resolution Officer to join our team providinga comprehensive complaints service to deliver the very best outcomes for the people of Barnsley.

As a Customer Resolution Officer you will:

• Work directly with our customers in the resolution of their complaints. This can be face to face, by telephone, and in writing.
• Hold your own caseload of complaint cases and manage these in line with the statutory regulations for adult and children’s social care complaints and the council’s complaints processes and procedures.
• Provide advice and guidance to colleagues on complaint case management, statutory regulations for adult and children’s social care complaints, and council processes and procedures. This can include speaking with colleagues across all council services and at all levels, council partner organisations, the Ombudsman’s office, advocates, Councillors and MP’s office. We handle a variety of cases across all council services so you will have the opportunity to grow your knowledge and experience.

The experience required for the Customer Resolution Officer role is:

• In working in a complaints management environment where you’ve had to analyse, review, and communicate complex information and present this in a format suitable to the intended audience.
• Level 3 qualification or equivalent in a related area.

The Customer Resolution Officer joining the team will enjoy the following benefits:

• Supportive environment with opportunities for training and development
• Local government pension scheme, including the option to contribute to an Additional Voluntary Contribution Scheme
• Flexible and hybrid working
• Generous annual leave allowance, increasing with length of service and an additional 5 discretionary days used for Christmas shutdown
• Flexi time and use of up to 5 banked flexi days per year
• Salary sacrifice scheme for extra annual leave, cycle to work, home electronics, and childcare vouchers
• Discounts on car parking, rail travel, eating out, leisure attractions and gym membership
• Family friendly policies including; excellent maternity, paternity, and adoption entitlements

Please use the documents below to help support you with your application form.

Please ensure you view the job profile for this role, as you will need to demonstrate in your application form how you meet the required criteria.

We welcome the opportunity to have a chat about the role and are happy to address any questions you may have about flexible working arrangements, including as a result of caring responsibilities.

We're committed to creating a workplace where differences are valued and everyone truly feels able to be themselves. If you have any support needs during the recruitment process, please let us know.

CV's are not accepted for this role.

At Barnsley Council, we believe in second chances and value diversity. Our recruitment process is inclusive, and we welcome applicants with past convictions. We're committed to fairness and do not discriminate. Join us in building a future where everyone has the opportunity to thrive. #InclusiveHiring #SecondChances