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- Tasks: Capture customer feedback and resolve complaints to enhance service quality.
- Company: Babergh and Mid Suffolk District Councils, committed to community improvement.
- Benefits: Generous leave, pension scheme, wellbeing support, and private healthcare options.
- Other info: Flexible working options available, including part-time and job share.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication, problem-solving, and data analysis skills required.
The predicted salary is between 37280 - 44075 £ per year.
Babergh and Mid Suffolk District Councils are looking for a Complaints and Feedback Officer to join our Customer Experience team. If you share our values and you are motivated to make a difference for our residents, clients, and communities, we would love to hear from you.
About the role
Working within the Customer Experience Team, in this critical role, you will be responsible for capturing customer feedback and ensuring that it is processed accordingly and that customer complaints are dealt with in accordance with the Joint Compliments, Comments and Complaints Policy. You will strive to improve customer experience through embedding a complaints culture which encourages and supports complaints being resolved at the earliest possible opportunity. Through responses to escalated complaints, you will provide data and insight to help us improve services for our customers. Working collaboratively across the organisation you will embed a culture of excellence with complaints being resolved effectively and efficiently. You will keep records of compliments and feedback to help capture best practice and disseminate this across the organisation, whilst also transparently sharing complaints information, ensuring lessons are learnt and acted upon. You will provide management information, proactively used to improve our services, including producing an annual report for our residents and scrutiny committee.
About you
We are looking for a dedicated, proactive and customer focussed person who demonstrates attention to detail, strong data analysis and is able to communicate effectively at all levels with both internal and external customers. You will be resolution focussed, always putting customers at the heart of everything you do and striving to improve the services we provide. You will need to demonstrate good problem-solving skills along with the ability to enquire and ask questions to fully understand and respond to problems and complaints. You will have good influencing, negotiating and persuasive skills, communicating with a natural sense of 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.
Complaints and Feedback Officer in Stowmarket employer: Babergh District Council and Mid Suffolk District Council
Contact Detail:
Babergh District Council and Mid Suffolk District Council 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 people in your field, especially those already working at Babergh and Mid Suffolk District Councils. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling and customer service. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Show your passion for improving customer experience! During interviews, share examples of how you've successfully resolved complaints or enhanced services in the past. It’ll make you stand out as a candidate who truly cares.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
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 application to reflect the specific skills and experiences that match the Complaints and Feedback Officer role. Highlight your customer service experience and any relevant data analysis skills to show us you’re the right fit!
Showcase Your Problem-Solving Skills: In your written application, give examples of how you've effectively resolved complaints or improved customer experiences in the past. We love seeing real-life scenarios where you’ve made a difference!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon so we can easily understand your qualifications and enthusiasm for the role. Remember, clarity is key!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Babergh District Council and Mid Suffolk District Council
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the responsibilities of a Complaints and Feedback Officer, especially how they relate to customer experience and data analysis. This will help you articulate how your skills align with their needs.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully handled complaints or feedback in the past. Be ready to discuss these examples during the interview, highlighting your problem-solving skills and how you put customers at the heart of your actions. This shows you can bring practical experience to the role.
✨Show Your Empathy and Communication Skills
Since this role requires strong communication and empathy, practice how you would respond to various customer scenarios. Demonstrating your ability to listen actively and respond with understanding will set you apart. Use role-play with a friend to refine your approach.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the organisation. Inquire about how they measure success in customer experience or what challenges they currently face. This not only shows your enthusiasm but also helps you gauge if the role is right for you.