At a Glance
- Tasks: Lead the management of complaints and improve customer satisfaction in waste services.
- Company: Braintree District Council, committed to community service and sustainability.
- Benefits: Competitive hourly rate, full-time hours, and valuable experience in public service.
- Other info: On-site role with opportunities for professional growth and development.
- Why this job: Make a real difference by enhancing community services and supporting residents.
- Qualifications: Experience in customer service, complaint handling, and strong communication skills.
The predicted salary is between 35000 - 40000 £ per year.
Braintree District Council is advertising the role of Complaints Coordinator. The successful candidate will be required to work on-site, 5 days per week.
The Opportunity: The postholder will lead the management of complaints within Operations as part of the new waste and recycling collection service.
Role Accountabilities:
- Investigate and respond to Stage 1 Operations complaints and resolve them at the earliest opportunity and within the required timescale.
- Acquire relevant and accurate information internally to respond to residents and ensure that all issues raised by the complainant are addressed with reference to any relevant policies and good practice where appropriate.
- Proactively work with the Waste Team, Waste Minimisation and Sustainability team, and all Managers to ensure that relevant and accurate information is collated to support complaint responses.
- Promote a positive complaint handling culture across Operations, raising awareness of all relevant policies and providing refresher complaints management training to teams as and when appropriate.
- Provide administrative support to Operations where required.
- Record all complaints received on a complaints database, together with all relevant documentation.
- Provide and coordinate reasonable assistance to customers who are vulnerable and who may have support needs.
- Monitor and analyse customer satisfaction across the service, making recommendations for service improvements and developing guidance notes and training for staff to minimise reoccurring complaints.
- Develop a thorough working knowledge of the systems used within Operations for waste and recycling collections and document storage.
The Experience You Will Bring:
- Experience of providing services and assistance to a diverse customer group, including vulnerable people, using different channels, including email and telephone, in a busy customer-facing environment.
- Working knowledge of Microsoft Office packages (Word, Excel, Outlook).
- Experience of complaint handling.
- Experience of delivering services to customers.
- Information gathering and analysis skills to understand whether policy and process has been followed correctly.
What you should do next: If you are interested in finding out more about this role, please apply via the Working for Essex website.
Complaints Officer (Operations) employer: Bright Hire Solutions Ltd T/A Brighthire Recruitment
Join a dedicated team in Hatfield as a Deputy Manager at our children's residential home, where you will have the opportunity to make a meaningful impact on young people's lives. We pride ourselves on fostering a supportive work culture that encourages professional growth and development, offering training opportunities to enhance your skills. With a focus on high-quality care and safeguarding, you'll be part of a compassionate environment that values teamwork and the well-being of both staff and residents.
Contact Details:
Bright Hire Solutions Ltd T/A Brighthire Recruitment Recruitment Team
