Public Complaints Officer - Part-Time & Service Improvement

Wollborg Michelson Personnel Service Inc; Hereford; On-site; GBP 28,000 - 32,000; Part time

Benefits offered by this job

LGPS enrolment

Career progression

Annual leave 31 days pro rata

Flexible working

Employee Assistance Programme

Job summary

Herefordshire Council is seeking a motivated Complaints Officer to join the Governance and Law Team in Hereford. You will be the primary contact for residents, handling complaints, information requests and feedback within required timescales to maintain service standards.

In this role you will record interactions in the CRM, analyse trends, support policy development and collaborate with managers, elected members and partners to improve outcomes in a public-sector setting.

Qualifications

• Experience handling complaints or information requests in public sector or regulated environment.
• Ability to manage multiple priorities and caseloads.
• Strong communication, negotiation and mediation skills.
• Experience with CRM and producing performance reports.
• Commitment to equality, fairness and inclusion.

Responsibilities

• Act as a single point of contact for complaints, compliments, comments and information requests.
• Record, monitor and report on customer feedback through the CRM.
• Investigate complaints and act as Investigating Officer where appropriate.
• Support development and implementation of policies related to complaints and access to information.
• Liaise with managers, councillors, MPs and service areas to ensure timely responses.
• Analyse data to identify trends and opportunities for service improvement.
• Produce monitoring and management information reports.
• Promote awareness of complaints and information governance procedures.
• Support training and guidance for managers and staff.
• Ensure compliance with Freedom of Information, Data Protection and Equality laws.

Skills

Complaints handling

Customer relationships

Communication

Data analysis

CRM systems

Education

A-Level or equivalent

Tools

CRM system

Microsoft Office

Job description

Herefordshire Council is seeking a motivated Complaints Officer to join the Governance and Law Team in Hereford. You will be the primary contact for residents, handling complaints, information requests and feedback within required timescales to maintain service standards.

In this role you will record interactions in the CRM, analyse trends, support policy development and collaborate with managers, elected members and partners to improve outcomes in a public-sector setting.