Senior Customer Services & Complaints Lead

North Somerset Council; Weston-super-Mare; Hybrid; GBP 39,000 - 42,000; Full time

Benefits offered by this job

Local Government Pension

27 days annual leave (rises to 32)

Hybrid working

Wellbeing Team

Cycle to Work scheme

Electric Vehicle schemes

Professional development

Job summary

North Somerset Council is seeking an experienced Customer Services professional to lead a team responsible for customer service strategy, policies and training across the council. This senior role handles escalated complaints and works with the Chief Executive, councillors and MPs, while guiding service improvements.

The role requires strong communication, data analysis and the ability to deliver training, including via Teams, to raise standards and ensure consistent, high-quality customer care.

Qualifications

• Excellent customer service skills and experience.
• Ability to understand complex complaints and write clear responses in plain English.
• Experience delivering training over Teams (and in person).
• Comfort dealing with senior people (CEO, Directors, MPs, ombudsman).
• Experience handling complex issues over the phone with customers.
• Experience collating complex data and presenting to different audiences.

Responsibilities

• Deal with escalated customer complaints and feedback using the council's case management system.
• Lead resolution of complaints for Chief Executive, Councillors and MPs; analyze and present service data.
• Maintain relationship with Local Government and Social Care Ombudsman; respond to requests.
• Promote high standards of customer care across the council through staff engagement.

Skills

Excellent customer service

Clear written responses

Training delivery (Teams)

Deal with senior stakeholders

Handling escalated complaints

Data collation/presentation

Tools

Microsoft Teams

Job description

North Somerset Council is seeking an experienced Customer Services professional to lead a team responsible for customer service strategy, policies and training across the council. This senior role handles escalated complaints and works with the Chief Executive, councillors and MPs, while guiding service improvements.

The role requires strong communication, data analysis and the ability to deliver training, including via Teams, to raise standards and ensure consistent, high-quality customer care.