Customer Feedback Officer

Gloucestershire County Council; United States; Remote; USD 33,000 - 42,000; Full time

Benefits offered by this job

Annual leave 25.5 days rising to 30.5

LGPS membership

Agile working

Free offsite parking

Training and development opportunities

Employee discount scheme

Employee Assistance Programme

Prism network access

Green Car/Scheme (T&Cs apply)

Job summary

Gloucestershire County Council is seeking a Customer Feedback Officer to lead on customer contact and support the complaints process by phone, email, letter and face to face where required. You will communicate clearly and sensitively with customers who may be upset, helping to resolve issues at the earliest appropriate stage.

You will record information accurately, monitor timescales and support performance reporting, identifying themes to improve services across the council.

Qualifications

• Excellent written and verbal communication, with sensitivity to difficult situations.
• Strong IT skills and the ability to record information accurately.
• Commitment to learning from feedback to improve service delivery.

Responsibilities

• Lead on customer contact and support the complaints process by phone, email, letter and face to face where required.
• Maintain accurate records, monitor statutory/non-statutory timescales and support reporting.
• Identify themes from feedback to drive continuous improvement across the council.

Skills

Customer service

Communication

IT skills

Attention to detail

Teamwork

Fluent English

Education

GCSEs A-C or equivalent

Tools

MS Office

Job description

The Customer Feedback and Complaints Team provides a cross-council service, coordinating and advising on complaints, compliments and comments across Gloucestershire County Council, including those relating to Adults' and Children's Social Care. The team plays an important role in ensuring feedback is responded to appropriately, within relevant statutory and corporate timescales, and that learning from complaints is used to improve services for residents. As a Customer Feedback Officer, you will lead on customer contact, supporting people through the complaints process by telephone, email, letter and, where required, face to face. You will need to communicate clearly and sensitively with customers who may be upset or experiencing difficult circumstances, while helping to resolve issues at the earliest appropriate stage and keeping people informed throughout. You will provide timely administrative and officer support to the complaints function, helping to manage statutory and non-statutory processes, maintain accurate records, monitor compliance with relevant policies and timescales, and support the preparation of reports. The role will also involve working with colleagues across the council to identify themes, share learning from feedback and support continuous improvement in the quality of the service provided. This is a varied and rewarding role requiring excellent communication skills, attention to detail and the ability to work flexibly across changing priorities. You will be supported by the Complaints Team Managers and will contribute to a service that helps the council listen, respond and improve through the feedback it receives.

We are looking for someone who is confident engaging with customers and colleagues, including in situations that may be complex, sensitive or challenging. You will be able to communicate clearly, listen carefully and respond professionally, helping people to feel informed and supported throughout the complaints process. You will be organised, flexible and able to manage a range of changing priorities while working to deadlines. Attention to detail is important, as you will be required to record information accurately, support performance reporting, analyse feedback and help identify themes and learning that can improve services. The ideal candidate will have strong IT skills, excellent written and verbal communication skills, and a systematic, thorough approach to their work. You will be comfortable working independently, using your initiative, questioning practice where appropriate and contributing to continuous improvement across the team and wider organisation. You should have a good standard of literacy and numeracy, evidenced by GCSEs at grade A-C or equivalent, and be committed to your own development as well as supporting a positive, solution-focused team culture. Our values are at the heart of everything we do and how we treat each other. They provide essential guiding principles about the way that we work and set the tone for our culture, and identify what we, as an organisation, care about. Read more about our values on our website. If you hold the same behaviours and approach, then we want to hear from you! In exchange, we will provide you with full training and support to help you succeed in your role., It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a 'customer facing role' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

You'll be entitled to our full benefits package, including:

• 25.5 days annual leave rising to 30.5 days after 5 years' service, plus bank holidays
• Membership of a Local Government Pension Scheme
• Agile working with a mix of office and home working countywide
• Free offsite car parking
• Safe, supportive and positive working environment
• Regular formal and informal support
• Training and development opportunities
• Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network
• Gloucestershire Salary Sacrifice Green Car Scheme and Cycle Scheme (T&C's apply)