At a Glance
- Tasks: Handle customer enquiries, process complaints, and ensure excellent service delivery.
- Company: Join Darlington Borough Council, a community-focused organisation.
- Benefits: Competitive pay, hybrid working, and a smart casual dress code.
- Other info: Opportunity for teamwork and contributing to service improvements.
- Why this job: Make a difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and a commitment to customer service.
The predicted salary is between 32000 - 38000 £ per year.
Main Purpose
To provide a professional and customer-focused service by receiving, recording, and processing complaints, compliments, comments, and information requests on behalf of the Council.
The post holder will ensure enquiries are handled efficiently, in line with Council policies, procedures, and relevant legislation.
What a Typical Day Looks Like
Each day you will respond to enquiries received by phone, email, online forms, and post.
You will log complaints and information requests, direct them to the appropriate Council service, monitor progress, and keep customers updated.
You will work closely with Council departments to ensure enquiries are responded to within agreed timescales while maintaining accurate records.
- Key Duties and Responsibilities
- Receive and process complaints, compliments, comments, and information requests.
- Record enquiries accurately on the Council's case management system.
- Allocate cases to the appropriate Council service.
- Monitor cases and ensure responses are provided within agreed timescales.
- Keep customers informed about the progress of their enquiries.
- Respond to routine enquiries and explain Council procedures.
- Maintain accurate records and produce basic reports when required.
- Handle confidential information in line with Council policies and data protection requirements.
- Work with colleagues across the Council to support excellent customer service.
- Contribute to improving services by identifying common issues and customer feedback.
- Carry out any other duties appropriate to the role.
Experience
- Committed to high standards of customer service.
- The ability to communicate at ease with customers and provide advice in accurate spoken English.
- Ability to communicate, both orally and in writing, to a wide range of audiences.
- Experience of dealing with dissatisfied customers over the telephone and in person.
- IT literate, capable of using MS Word/Excel and office packages.
- Ability to work successfully as part of a team.
- Experience of dealing with FOI requests desirable
Overview
- Client - Darlington Borough Council
- Location - Town Hall, DL1 5QT
- Hours Per Week: 37.00 (Mon-Fri) (9am-5pm)
- PAYE Pay Rate - £15.31
- Hybrid Working - some office work needed
- Dress Code: Smart Casual
- #J-18808-Ljbffr
5301902 – Complaints And Information Assistant employer: Carrington Blake Recruitment
As a leading employer in Harrow, we pride ourselves on fostering a collaborative and inclusive work culture that prioritises employee development and engagement. Our commitment to professional growth is evident through tailored training programmes and leadership opportunities, ensuring that every team member can thrive while contributing to the Council's strategic objectives. With a focus on diversity and community impact, we offer a unique chance to make a meaningful difference in the lives of residents while enjoying a supportive and dynamic workplace.
Contact Details:
Carrington Blake Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 5301902 – Complaints And Information Assistant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carrington Blake Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carrington Blake Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 5301902 – Complaints And Information Assistant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carrington Blake Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Carrington Blake Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carrington Blake Recruitment!
How to prepare for a job interview at Carrington Blake Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
