Complaints Officer

TN United Kingdom; Ashton-under-Lyne; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their Complaints Team. This role focuses on enhancing the customer journey and ensuring effective complaint processing. The ideal candidate will possess strong communication and organizational skills, with a commitment to service improvement. You will be part of a dynamic environment that values customer service excellence and aims to create supportive communities. If you are passionate about helping others and eager to develop your career, this opportunity is perfect for you.

Qualifications

• Excellent communication and organizational skills are essential.
• Proficient in Information Technology and data interpretation.

Responsibilities

• Support the processing of complaints from residents and customers.
• Promote and develop the complaints function across the council.

Skills

Communication Skills

Analytical Skills

Problem-Solving Skills

Negotiation Skills

Organizational Skills

Information Technology Proficiency

Job description

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Base Location : Tameside One, Market Place, Ashton-Under-Lyne, OL6 6BH

Assessment Date: 4th or 5th June 2025

The Role

As a holder of Customer Service Excellence standard, we are looking to invest in improving the customer journey and experience across the services that the Council delivers.

We are looking for applicants who have a passion for customer service, helping resolve customers’ issues and who are interested in developing their career within a fast moving and interesting environment.

A new opportunity has arisen in the Complaints Team, which forms part of the Executive Support Service, for an enthusiastic and motivated individual. The main objective of the post is to promote and support the processing of complaints from our residents and customers, and to support the development of the complaints function across the council, in line with the procedures and guidelines.

About You

It is essential that the successful candidate possesses excellent communication and organisational skills, is proficient in the use of Information Technology, as well as a desire to be part of a service that puts the customer at the heart of service delivery and process improvement.

The successful candidate will also need to possess the following: -

• Excellent written, communication, negotiation and interpersonal skills
• Good analytical and problem-solving skills
• Commitment to the development of the service
• Knowledge of using and interpreting data and process improvement

About Us

At Tameside, we are committed to ensuring all our Citizens lead long, fulfilling and healthy lives. We are committed to supporting economic growth, providing high quality health and care services, protecting our most vulnerable and creating strong and supportive, self-sufficient communities.

We recognise that our people drive our success and enable the organisation to deliver on its vision, purpose and priorities, and that our people are our most important resource and asset. Our values underpin our practice and behaviours, and are at the heart of everything that we do; and we understand that how we do things is just as important as what we do. We pride ourselves on living by our STRIVE values of Support, Trust, Respect, Integrity, Value Diversity and Engage. Our values underpin our practice and behaviours and are at the heart of everything that we do. How we do things are just as important as what we do.

Our employees’ skills, experience and knowledge are essential to our success along with their happiness, wellbeing, commitment, enthusiasm and motivation to be the best they can be.

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

Unfortunately, at this time we are not able to offer sponsorship.

We are committed to developing a culture which respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential. We are proud to be an accredited disability confident employer. Reasonable Adjustments will be considered in accordance with the Equality Act 2010 in relation to the Job Role Criteria.

Our rewards and benefits package can be viewed here

For further information about this role please contact the recruiting manager Rachel Taylor, Complaints Manager, on 0161 342 5233 or Julie Speakman, Head of Service, on 0161 342 2142.