Customer Engagement Officer WCR 3 Base
City of Westminster Council
Role
Who You Are
We are seeking an individual who demonstrates excellent customer care skills, works with accuracy, diligence, and a high level of attention to detail. You will engage confidently and build trust with colleagues and service users. You are proactive, adaptable, and committed to improving the customer experience, and can manage competing priorities while maintaining high standards.
What the job involves
As a Customer Engagement Officer at Westminster City Council, you will join the Customer Engagement Team and ensure residents, service users, and partners receive accurate guidance, timely responses, and high-quality support. Acting as the first point of contact for complaints-related queries, you will handle confidential information with care and ensure all correspondence is logged, assigned, and monitored. You will support statutory complaint processes, Member Enquiries, and Freedom of Information requests within Adult Social Care. Responsibilities include communicating the Council’s complaints procedures, managing Member Enquiries, and maintaining the Freedom of Information log for the department.
Skills
- Strong written and verbal communication skills
- Excellent customer service and interpersonal skills
- Proficient user of Microsoft Office suite
- Ability to maintain accurate information systems
- Secure handling of sensitive and confidential information
- Strong attention to detail
- Effective working relationships at all levels
- Outcomes-focused, solution-oriented approach
- Experience with Netcall, Mosaic, or iCasework (desirable)
- Understanding of Adult Social Care (desirable)
- Awareness of statutory complaints legislation (desirable)