Customer Complaints Officer

  • Category
    Housing, Support & Technical - Customer Services
  • Location
    Hounslow, Greater London
  • External Reference

There is a fantastic opportunity in West London as a Customer Complaints Officer.
The duration of this role is for 3 months but can be extended based on how you perform within the role.

The main purpose of the role:

*To investigate and draft complaint responses at the final stage of the council's complaint procedure.

*To support and assist the Complaints and Customer Manager in overseeing the effective development and implementation of Complaints procedures across the Council, in liaising with the Local Government Ombudsman and improving the delivery of the Council's customer focused approach in delivering services.

*To oversee the implementation of recommendations arising from complaints investigation or to improve complaints handling.

The main responsibilities of the role:

1.Analysing information provided and obtained during an investigation and assessing it in determining the validity of a complaint;

2.Drafting a response letter or report that addresses all the issues raised by the complainant and presenting complex arguments comprehensively.

3.To be responsible for the smooth operation of the clients' complaint procedure. This includes allocating the complaint to a specialist officer where necessary and ensuring that complaints are processed within published time scales.

4.To work in partnership with partners, contractors and commissioned services and other agencies to ensure efficient handling of complaints.

5.To assist the Complaints and Customer Manager in liaising with the Local Government Ombudsman regarding complaints brought against the Council.

If you have excellent customer services and you are able to investigate and resolves complaints, please do apply to this advert .
Badenoch and Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch and Clark UK is an Equal Opportunities Employer.

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