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- Tasks: Capture and process customer feedback, manage complaints, and improve services.
- Company: Babergh and Mid Suffolk District Councils, focused on enhancing customer experience.
- Benefits: Generous leave, competitive pension, wellbeing support, and flexible working options.
- Other info: Great opportunities for learning and development in a supportive environment.
- Why this job: Make a real difference by resolving customer issues and improving community services.
- Qualifications: Proactive, customer-focused with strong communication and problem-solving skills.
The predicted salary is between 37280 - 44075 £ per year.
Babergh and Mid Suffolk District Councils – Customer Access Point, Stowmarket, Suffolk IP14 1AD
Salary: £37,280 - £44,075 per annum (pro rata for part time)
Hours: Full Time, 37 hours per week
Contract: Permanent
Role Summary
Complaints and Feedback Officer for the Customer Experience team. Responsible for capturing and processing customer feedback, managing complaints, and ensuring they are dealt with in accordance with the Joint Complaints, Comments and Complaints Policy.
Responsibilities
- Capture customer feedback and ensure it is processed accordingly.
- Handle complaints in accordance with policy and embed a complaints culture that resolves issues early.
- Respond to escalated complaints and provide data and insights to improve services.
- Record compliments and feedback to highlight best practice and disseminate lessons learned.
- Maintain transparent sharing of complaints information across the organisation.
- Provide management information to support continuous improvement, including producing an annual report for residents and the scrutiny committee.
Qualifications & Skills
- Dedicated, proactive and customer‑focused with attention to detail.
- Strong data analysis abilities and effective communication at all levels.
- Resolution‑focused with a commitment to putting customers first.
- Excellent problem‑solving and enquiry skills to fully understand and respond to issues.
- Strong influencing, negotiating and persuasive skills, with empathy and diplomacy.
Benefits
- Generous leave entitlement (26 days a year, rising to 31 days after 5 years).
- Competitive Local Government Pension Scheme.
- Wellbeing Support and Employee Assistance Programs.
- Private Health Care Options.
- Electric Vehicle Salary Sacrifice Scheme.
- Paid volunteering days.
- Flexible and hybrid working arrangements (Business needs permitting).
- Great learning and development opportunities.
Complaints and Feedback Officer in Stowmarket employer: Babergh and Mid Suffolk District Councils
Contact Detail:
Babergh and Mid Suffolk District Councils Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Feedback Officer in Stowmarket
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Babergh and Mid Suffolk District Councils on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Complaints and Feedback Officer.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer feedback and complaints management. We should also think of examples from our past experiences that showcase our problem-solving skills and customer focus. This will help us stand out!
✨Tip Number 3
Showcase our data analysis skills! Be ready to discuss how we've used data to improve services or resolve complaints in previous roles. This is key for the role, so let’s make sure we highlight this in our conversations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the team at Babergh and Mid Suffolk District Councils.
We think you need these skills to ace Complaints and Feedback Officer in Stowmarket
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints and Feedback Officer role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've successfully resolved complaints or handled difficult situations in the past. We love seeing candidates who can think on their feet and put customers first, so don’t hold back!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your strengths and experiences.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Babergh and Mid Suffolk District Councils!
How to prepare for a job interview at Babergh and Mid Suffolk District Councils
✨Know the Policy Inside Out
Make sure you’re familiar with the Joint Complaints, Comments and Complaints Policy. Understanding the ins and outs of this policy will not only help you answer questions confidently but also show that you’re proactive and dedicated to customer service.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully resolved complaints or improved customer feedback processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your resolution-focused approach.
✨Demonstrate Data Analysis Abilities
Since the role involves providing management information and insights, be ready to discuss how you’ve used data analysis in previous roles. Bring examples of how your analytical skills have led to improvements in customer service or complaint handling.
✨Emphasise Communication and Empathy
This role requires effective communication at all levels, so practice articulating your thoughts clearly. Also, prepare to discuss how you’ve used empathy and diplomacy in challenging situations to influence outcomes positively.