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Customer Relations Officer

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
10/07/2018
Advert End Date:
30/07/2018 23:59
Salary:
£28,221 - £30,756
Allowances:
None
Hours per week:
37 (office cover required until 5pm)
Job Category:
Customer Services/Reception
Vacancy ID:
102307
Employment Location:
Badminton Road
Post Number:
CR8012/827/EP

Job details 

Closing date:
30 Jul


Further information

Summary of Post


The Customer Relations Team are responsible for co-ordinating and monitoring performance for customers wishing to make a complaint to the council, provide feedback or make an information request. We are also the link between the council and the Local Government & Social Care Ombudsman. We have a responsibility to ensure the organisation acts in line with the council’s customer care charter and to provide advice and guidance to support staff in meeting customer service standards. We also support customer related projects delivering meaningful and beneficial results for our residents.

Limited term up to September 2019 (maternity cover)

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

About the role
You will deal with:

• Complex complaint matters, undertaking investigations and supporting other officers to ensure the councils complaints procedure is followed correctly
• Requests for information held by the council, made by organisations such as the police, DWP, Pension Service etc.
• Co-ordinate enquiries made to the organisation by the Local Government and Social Care Ombudsman and act as the link officer between the two organisations
• Enquiries from staff seeking advice on dealing with information requests
• Ensuring the councils complaints procedure is fit for purpose and meets best practice
• Ensuring the councils customer care charter is reflective of the current expectations of our customers and is in-line with best practice
• Support other key customer related projects, that will change the way our customers engage with the organisation

Key skills
• A strong customer focus and willingness to support and resolve customer concerns/complaints
• Excellent communication skills, both in writing and verbally with the ability to question, listen, show empathy, adapt and give a clear message
• A strong attention to detail with the ability to identify and extract key information and messages
• Ability to understand complex legislation and policy and explain to other colleagues ad customers in more general terms
• Commitment to achieve excellent performance whilst maintaining quality
• Focused and motivated to ensure priorities are met
• Flexible approach and ability to adapt quickly to changing priorities



Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

Essential

• You will have experience of delivering a frontline service, meeting customer expectations, and resolving customer concerns in a large complex organisation

• You will have experience of delivering projects to meet customer needs and demands

• You will have experience of complaint handling in a large complex organisation

• You will have experience of providing advice and guidance on relevant policies and procedures

• You will have experience of problem solving

• You will have experience of researching new products or best practice, interpreting guidance and best practice and producing reports

• You will demonstrate excellent written and oral communication skills

• You will have experience of reviewing, evaluating and developing procedures to improve organisational performance

• You will have excellent time management skills, be able to work to tight deadlines and deliver results

• You will have a good working knowledge of office based IT systems including Microsoft Office

• Exemplifying the Council's values and behaviours.

Desirable


• You will have experience of writing reports for senior managers

• You will have experience of presenting clear arguments and gaining commitment from colleagues

• You will have experience of working in Local Government


Additional Information

For an informal discussion about the role please contact Leanne Milton – Customer Relations Manager on 01454 86 4390 (Wednesday to Friday)

This post is also available on a secondment for South Gloucestershire Council employees but you must seek permission from your line manager before applying.

Our Values

Our staff need to have a ‘can-do’ attitude and adapt to the fast pace of change. They must work well with others to reach a common goal and be willing to embrace a partnership and inclusive approach to delivering efficient and effective services. They must use their initiative to deliver and take responsibility for their performance to help the team, department and council to achieve its goals and must make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services. Our managers are also required to demonstrate effective leadership qualities, shape and manage team plans and motivate their staff to achieve.


Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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