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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 Address: 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
This role is open to full time, part time, and job share applications, all of which will be assessed equally.
Join our team. We 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: We offer a comprehensive benefits package, including:
- 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 Suffolk 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 Suffolk
✨Tip Number 1
Network like a pro! Reach out to current or former employees of Babergh and Mid Suffolk District Councils on LinkedIn. Ask them about their experiences and any tips they might have for the application process. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints handling and customer service. Think about specific examples from your past experiences that showcase your problem-solving skills and empathy. We want you to shine!
✨Tip Number 3
Show your passion for improving customer experience! During interviews, share your ideas on how to enhance feedback processes or resolve complaints more effectively. This will demonstrate your commitment to the role and the values of the organisation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and making a difference in the community.
We think you need these skills to ace Complaints and Feedback Officer in Suffolk
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Complaints and Feedback Officer. We want to see how you can make a difference for our residents, so don’t hold back on showcasing your customer-focused approach!
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 candidates who can demonstrate their ability to tackle issues head-on and find solutions that work for everyone.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that are easy to read and understand, as it reflects your communication skills.
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 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 complaint resolution. This will help you tailor your answers to show that you're the perfect fit for the role.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully handled complaints or provided excellent customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your problem-solving skills and ability to empathise with customers, which are crucial for this position.
✨Show Your Data Savvy
Since the role involves data analysis to improve services, be ready to discuss any experience you have with data management or reporting. Bring examples of how you've used data to drive improvements in customer service or resolve issues effectively. This will highlight your analytical skills and attention to detail.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the current challenges the Customer Experience team faces or how they measure success in handling complaints. This shows your genuine interest in the role and helps you understand if the organisation aligns with your values.