HAF-005463 – Assessment Officer (Revenues & Council Tax)

Carrington Blake Recruitment; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading recruitment agency in the United Kingdom is seeking a Corporate Complaints Officer to provide exceptional customer service and manage complaints effectively. The candidate should have experience in a customer service environment with strong communication skills and a detailed knowledge of Government policies. The role involves investigating complaints, supporting colleagues, and contributing to service improvements. Competitive salary and professional development opportunities available.

Qualifications

• Proven experience in customer service environment with 2 years managing staff.
• Ability to handle confidential information sensitively.
• Strong written and verbal communication skills.

Responsibilities

• Investigate complaints according to policy.
• Respond to enquiries from Ombudsman.
• Develop policies based on complaints.
• Support training across departments.
• Identify service improvement opportunities.

Skills

Detailed knowledge of Government policy

Customer service experience

Excellent communication skills

Proficient in Microsoft packages

Education

A level standard or equivalent

Job description

Job Title: Corporate Complaints Officer

Department: Resident and Commercial Services

Division: Resident and Enabling

Grade: PO2

Responsible to: Senior Complaints Officer

Responsible for: no line management responsibility

Context:

Corporate Complaints Officers will be responsible for ensuring timely good quality responses are delivered and that advice and guidance is given to colleagues in delivering that function.

Job Purpose:

Deliver an excellent customer-orientated dispute resolution service which provides the customer with a suitable solution and a satisfying experience, by contributing and supporting the delivery of an efficient complaints and information service, whilst supporting internal colleagues in delivering this.

Responsibilities:

• Investigate complaints in line with the council’s Corporate Complaints Policy. Presenting complex information in an accessible and readable form. Monitoring the implementation of any decisions or recommendations arising from the complaint.
• Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman. Monitoring the implementation of any Ombudsman decisions or recommendations arising from their enquiries.
• To undertake a portfolio of responsibilities in connection with the effective application of the complaints, Members’ Enquiries and information requests policies in support of the council’s wider aims and objectives.
• To support the Corporate Complaints Manager and Senior Complaints Officers in ensuring the effective development and implementation of the relevant policies, including the Corporate Complaints Policy, Members’ Enquiries Protocol and legislative frameworks governing information requests.
• Identify improvements to services and changes to policies and procedures as a result of complaints, Members’ Enquiries and Ombudsman cases, and work with service managers to oversee their implementation, including devising action plans and a monitoring framework.
• To identify training needs across all departments, and develop and deliver training and presentations on complaints and Members’ Enquiries to council members, officers, customer forums and other groups, as and when.
• Act as a point of contact for anyone with any queries about the procedure for making complaints or submitting an information request, developing professional relationships with relevant.
• Establish and promote effective working relationships with internal departments and external agencies with respect to complaints, member’s and enquiries from the Local Government Ombudsman / Independent Housing Ombudsman, and information requests following referral procedures, protocols and processes with internal departments and external agencies, in order to achieve the best possible outcome for both the customer and.
• As directed undertake project work that contributes to service improvement and supports the development of the Central Complaints Team.
• Utilise IT systems to update and record information required according to guidance and established procedures. Ensure information held is accurate and up to date at all.
• Undertake ongoing professional development and actively participate in training sessions. Keep up to date with legislation, case law, best practice and council policies and procedures and.
• Take responsibility, appropriate to the post for promoting diversity including tackling racism and good race, ethnic & community.
• Ensure all appropriate aspects of health and safety are applied in respect of the staff group, engaging the corporate officer where appropriate. This includes undertaking appropriate equalities impact and risk assessments, maintaining a business unit file record of such documents.
• The postholder will be required to undertake any other duties to meet the exigencies of the service as required within the grade and competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or.

Person Specification:

It is essential that you meet the following requirements for the role and be able to give evidence or examples of your proven experience in each of the short‑listing criteria marked Application (A). You should expect that all areas listed below will be assessed as part of the interview and assessment process should you be shortlisted.

Shortlisting

For link/career graded post, please mark knowledge, experience, and behaviours clearly for each grade.

Key Knowledge

• K1: Detailed and up to date knowledge and understanding of relevant central and local Government policy and processes. üA
• K2: Educated to A level standard or equivalent to include English Language and Mathematics.

Relevant Experience

• E1: Previous experience of working in a customer service environment with 2 years’ experience managing and developing multiple staff. üA
• E2: Experience of handling confidential information sensitively. üA
• E3: Excellent written / verbal communication skills including attention to detail and accuracy with good spelling and neat, legible handwriting.
• Fully proficient working knowledge of Windows & Microsoft packages (including Word, Excel, E‑mail and Internet).
• E5: Extensive experience in delivering high quality work in a pressurised environment. üA

If you think this job role is for you, please send your CV to [e-mail]