Complaints Support Officer (Grade F, inside IR35)

Who You Are

A dedicated professional who is customer-focused, highly organized, and possesses a strong attention to detail. You have experience handling sensitive information and navigating challenging situations. You are familiar with complaints procedures and legislation, and able to communicate effectively with various stakeholders including the public, MPs, and senior management.

What the Job Involves

The Complaints Support Officer is an integral part of the Corporate Complaints Team responsible for the effective handling and processing of complaints and other representations. You will assist the Senior Officer and other team members by maintaining active caseloads, liaising with stakeholders, and providing guidance on complaint processes. Additionally, you will produce and analyze performance reports, monitor the progression of cases, and support system administration. Your role will also involve ensuring timely and accurate communication with complainants and assisting in the development of a positive complaints culture in the Council.

Skills

• Customer-focused service
• Effective communication (written and verbal)
• Ability to handle sensitive and confidential information
• Proficient use of ICT applications and complaints management software
• Strong organizational skills and ability to work to deadlines
• Problem-solving and analytical skills
• Ability to influence and negotiate effectively
• Capable of working independently and as part of a team
• Active listening