Senior Customer Relations Officer in Exeter

Are you an experienced professional ready to make a real difference at Devon County Council? We are seeking a dedicated and proactive Senior Customer Relations Officer to join our Customer Relations Team. As the first point of contact for our customers and their representatives, our team is pivotal in ensuring that everyvoice is heard and every concern isaddressed with care and professionalism.

The Customer Relations Team handles all customer feedback and complaints across Devon County Council and is the first point of contact for our customers or their representatives.

Main Responsibilities

• Proactive and effective complaint management: You will ensure that cases are handled efficiently and thoroughly, supporting operational teams to achieve timely and high-quality outcomes for our customers, with a strong emphasis on continuous improvement and service excellence. You will also support Senior Managers and their management teams to implement improvements and drive organisational learning derived from complaints outcomes.
• Feedback system support and development: Support the effective day-to-day use of the Customer Feedback Management System, helping to maintain data quality, troubleshoot issues, and identify opportunities for improvement. Working alongside the Customer Relations Manager and wider stakeholders, you will contribute to the ongoing development of the system to ensure it continues to meet the needs of the service and supports effective complaint management across the Council.
• Data management and reporting: Compile, analyse and interpret complaints and customer feedback data, ensuring information is accurate and meaningful. You will contribute to the production of performance reports, management information and trend analysis for the Customer Relations Manager, senior managers and other stakeholders, helping to identify learning opportunities and service improvements.

About You

This full-time, permanent role is ideal for someone who thrives under pressure and can hit the ground running. You’ll bring hands‑on experience of end‑to‑end complaint management, a solid grasp of policy and procedure, and the ability to juggle competing priorities without compromising on detail or quality. Your analytical skills and confidence in working with data will be crucial as you support the effective use and ongoing development of our feedback management systems and contribute to the production of performance information and reporting.

Excellent communication skills, both verbal and written, are essential, as is the ability to handle challenging situations with empathy and professionalism. You’ll be comfortable using Office 365, complaint management systems and data reporting tools, and will have the drive to contribute positively to our team culture.

This position is offered as a hybrid role, providing flexibility to work remotely; however, the successful candidate will be expected to attend County Hall in Exeter at least once a week. Regular in‑person collaboration is vital for maintaining team cohesion and supporting a positive, connected working environment.

Benefits and Working Environment

In this varied and impactful role, no two days will be the same. You’ll be supported by a friendly, professional team and enjoy the satisfaction of helping shape services that matter to our community. We offer a collaborative working environment, opportunities for professional development, and the chance to lead meaningful change across the Council.

If you’re ready for a role where your expertise and initiative will be valued, we want to hear from you. For an informal discussion, please contact CRTManager@devon.gov.uk.

• DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages.
• Happy to Talk Flexible Working -The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
• We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• Occupational Group Administrative, Secretarial & Office Support