Hybrid Customer Feedback & Complaints 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

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.