Customer Resolution Officer – Flexible Hours & Pension

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

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