At a Glance
- Tasks: Manage customer feedback and complaints, ensuring every voice is heard with care.
- Company: Devon County Council, dedicated to community service and improvement.
- Benefits: Hybrid working, professional development, and a supportive team environment.
- Other info: Dynamic role with opportunities for growth and meaningful change.
- Why this job: Make a real impact in your community while developing your skills.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 56233 - 60010 £ per year.
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 every voice is heard and every concern is addressed with care and professionalism. The Customer Relations Team handles all customer feedback and complaints across Devon County Council.
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.
Senior Customer Relations Officer employer: Devon County Council
Devon County Council is an excellent employer for those looking to kickstart their teaching career in North Devon. With a strong commitment to employee development, the role of Cover Supervisor offers valuable training opportunities and the chance to make a significant impact on students' lives in a supportive and engaging work culture. Enjoy the benefits of working in a community-focused environment that values education and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relations Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Devon County Council. 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 Devon County Council 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 Senior Customer Relations Officer
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 Devon County Council:Your cover letter is your chance to shine! Tell us why you want to work at Devon County Council 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 Devon County Council!
How to prepare for a job interview at Devon County Council
✨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.
