At a Glance
- Tasks: Support management of complaints and information requests while ensuring effective service delivery.
- Company: Join a forward-thinking organisation committed to inclusion and customer satisfaction.
- Benefits: Competitive hourly rate, fully remote work, and opportunities for professional growth.
- Other info: Dynamic role with potential for career advancement and valuable insights into organisational processes.
- Why this job: Make a real difference by improving services and addressing customer concerns.
- Qualifications: Experience in handling complaints and strong communication skills required.
Fully REMOTE SEND and Inclusion Complaints and Redaction Support Co-ordinator Knowsley / Remote Contract £32.66 per hour. Our client is looking for an experienced SEND and Inclusion Complaints and Redaction Support Co-ordinator. This role contributes to supporting management of the Complaints and information requests function to deliver an effective and balanced response to the customer with regard to complaints and FOIs, Subject Access and Request for Disclosure requests.
The role plays a key part in ensuring that organisational learning arising from the review of complaints leads to improved service delivery and reduced risk and that, where appropriate, customer concerns are effectively addressed, whilst balancing risks to the organisation. The postholder will monitor efficient and timely response to complaints and information requests having regard to statutory and other legal requirements.
The postholder will use their interpersonal and communication skills in dealing with what are frequently complex and sensitive situations. The post holder will evaluate information and make judgements, requiring the analysis and interpretation of facts. The post holder will provide a high level redaction support service for the Council with particular focus on work arising from the Inclusion Service ensuring that all documents to be redacted are done so in accordance with best practice and guidance and giving advice and guidance to Council staff and external partners and providers where appropriate as directed.
The postholder will develop effective working relationships with Senior Managers, and all staff to ensure that the complaints and information compliance process is efficient and effective.
Duties and Responsibilities
This is not a comprehensive list of all the tasks, which may be required of the post holder. It is illustrative of the general nature and level of responsibility of the work to be undertaken.
- Deliver a high-quality support function which efficiently and effectively deals with stage one complaints and information requests from initial contact.
- Use the evidence gathered to write clear and concise complaint responses, setting out recommendations for the outcome of complaints and any appropriate redress, including financial compensation, always maintaining impartiality.
- Ensure that complaints and information request responses are progressed within statutory and other agreed timescales and legal requirements and that responses are fair and proportionate, balancing the rights and concerns of the complainant with the responsibilities and policies of the authority and legislation.
- Assist in ensuring that the complaints process effectively captures and disseminates organisational learning to improve service delivery, lower the incidence of similar future complaints and mitigates the reputational and financial risks associated with service delivery failure.
- Assist in ensuring that common information requests are analysed and that the Council’s publication scheme appropriately captures information that should be recorded as open data in order to save the Council time and resource in dealing with voluminous requests.
- Effectively communicate highly complex and potentially challenging messages, ensuring balanced and proportionate responses which protect the authority’s interests alongside the rights and expectations of complainants.
- Ensure the delivery of an effective consistent performance and analysis service which monitors and reports on complaints and information compliance performance, and proactively influence deadlines as well as the reporting of key messages in line with current key performance indicators.
- Provide strong leadership and direction to relevant stakeholders through appropriate management to maximise performance and contribution of key objectives.
- Share knowledge and insight gathered from complaints to ensure that both best practice and areas for improvement are identified, and are used to inform future policies, processes, and service delivery.
- To have knowledge of the requirements of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA) and best practice and guidance relating to the redaction of documents containing special category data.
Specialist Project Officer in Knowsley employer: Colbern Limited
As a Finance Professional in Taunton, you will join a supportive and dynamic team dedicated to public service, where your contributions directly impact the community. Our company fosters a collaborative work culture that values employee growth through continuous training and development opportunities, ensuring you can advance your career while making a meaningful difference. With competitive pay and a commitment to work-life balance, we offer an excellent environment for those looking to thrive in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist Project Officer in Knowsley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Colbern Limited. 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 Colbern Limited 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 Specialist Project Officer in Knowsley
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 Colbern Limited:Your cover letter is your chance to shine! Tell us why you want to work at Colbern Limited 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 Colbern Limited!
How to prepare for a job interview at Colbern Limited
✨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.
