At a Glance
- Tasks: Lead the management of complaints and improve customer satisfaction in waste services.
- Company: Braintree District Council, committed to excellent public service.
- Benefits: Full-time role with a supportive team and valuable experience.
- Other info: Opportunity for personal growth in a dynamic council environment.
- Why this job: Make a real difference by enhancing community services and resolving issues.
- Qualifications: Experience in customer service and complaint handling is essential.
The predicted salary is between 31500 - 38500 £ per year.
Complaints Coordinator (Operations) – Braintree District Council Essex County Council, ESSEX, GB
- Complaints Coordinator (Operations) – Braintree District Council
- Full-time, Temporary
- 6 Months Contract
Essex County Council are delighted to be advertising the role of Complaints Coordinator on behalf of Braintree District Council.
Due to the nature of this role, 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.
To 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 Mangers 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 of customers, 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.
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Complaints Coordinator (Operations) – Braintree District Council employer: Essex County Council
Essex County Council is an exceptional employer, offering a supportive work culture that prioritises the well-being of its employees while making a meaningful impact in the lives of children and young people. With flexible working arrangements and opportunities for professional development, staff are encouraged to grow within their roles, all while contributing to a vital service in the heart of Chelmsford.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Coordinator (Operations) – Braintree District Council
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Essex 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 Essex 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 Complaints Coordinator (Operations) – Braintree District Council
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 Essex County Council:Your cover letter is your chance to shine! Tell us why you want to work at Essex 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 Essex County Council!
How to prepare for a job interview at Essex 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.
