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- Tasks: Coordinate complaints and information requests while ensuring timely responses.
- Company: Join a local government organisation in Enfield, making a difference in the community.
- Benefits: Enjoy hybrid working options and competitive pay of £22.99 per hour.
- Why this job: Be part of a supportive team, enhancing your skills in customer service and compliance.
- Qualifications: Strong communication skills and some experience in customer service or complaints handling required.
- Other info: Initial 3-month contract with potential extension; work hours are Monday to Friday, 9am to 5:30pm.
The predicted salary is between 48000 - 60000 £ per year.
Positive Employment is currently recruiting for a Complaints Coordinator for our client, a local government organisation in Enfield, London. The successful candidate will work as part of a team to co-ordinate non-statutory complaints, access to records, members enquiries and Freedom of Information requests as appropriate.
Ensure the effective logging, processing and timeliness of requests to ensure compliance with legal timescales, allocating accurately to the correct service area and chasing responses. This role is a 3 month initial contract with the expectation to extend to 6 months. The role will be conducted via hybrid working.
Duties and Responsibilities:
- Quality assure the draft responses provided by services and/or draft responses with the agreement of the service area with the discretion to decide on the issuing of responses.
- Co-ordinate cross-organisational requests to ensure a joint response is given.
- Ensure the effective logging, allocation, processing and timeliness of requests and responses in compliance with legal timescales, chasing services and external bodies/people as appropriate and working effectively with Director’s offices, Business Managers, PA network, business support and operational service managers as appropriate.
- Ensure organisational learning is captured from complaints and feeding back to services as appropriate.
- Provide technical advice to services on compliance with the Freedom of Information Act and the Data Protection Act and work with the Data team to proactively publish frequently asked data sets.
- Monitor the performance against targets for the complaints functions and the duties it is responsible for.
Personal Requirements:
- A strong customer service and community focus with experience of working in a customer facing environment.
- Some experience of undertaking complaints processes and/or access to information requests.
- Good written and verbal communication and influencing skills with the ability to build relationships, negotiate and communicate complex topics in a clear manner to colleagues, customers, and elected Members.
- Some knowledge of the legislative framework for dealing with complaints and access to information requests.
- Some knowledge of relevant guidance, policies and procedures relating to council policies and the areas of responsibility.
Working Hours: 35hrs / 9:00 am - 17:30pm / Monday to Friday
Pay: £22.99 per hr
Please note this role is within the scope of IR35.
Complaints Coordinator/Officer employer: Positive Employment
Contact Detail:
Positive Employment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Coordinator/Officer
✨Tip Number 1
Familiarise yourself with the Freedom of Information Act and the Data Protection Act. Understanding these laws will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Highlight any previous experience you have in customer service or handling complaints. Be ready to share specific examples of how you've successfully resolved issues, as this will show your capability in managing similar situations.
✨Tip Number 3
Network with professionals in local government or similar sectors. Engaging with others in the field can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 4
Prepare for potential interview questions by practising how to communicate complex topics clearly. This is crucial for a role that involves liaising with various stakeholders, so showcasing your communication skills will be key.
We think you need these skills to ace Complaints Coordinator/Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements for the Complaints Coordinator position. Tailor your application to highlight relevant experiences that align with these duties.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service, handling complaints, or managing information requests. Use specific examples to demonstrate your skills in these areas.
Showcase Communication Skills: Since the role requires strong written and verbal communication skills, ensure your application is well-written and free of errors. Consider including examples of how you've effectively communicated complex topics in past roles.
Demonstrate Knowledge of Legislation: Mention any knowledge you have regarding the Freedom of Information Act and Data Protection Act. This will show your understanding of the legislative framework relevant to the role and your ability to provide technical advice.
How to prepare for a job interview at Positive Employment
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Coordinator. Familiarise yourself with the complaints process, Freedom of Information requests, and the relevant legislation. This will help you answer questions confidently and demonstrate your knowledge.
✨Showcase Your Communication Skills
Since the role requires strong written and verbal communication skills, prepare examples of how you've effectively communicated complex information in previous roles. Be ready to discuss how you build relationships and negotiate with various stakeholders.
✨Demonstrate Customer Service Focus
Highlight your experience in customer-facing environments. Share specific instances where you've successfully resolved complaints or improved customer satisfaction. This will show that you have the right mindset for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about how you would handle different types of complaints or requests, and be prepared to explain your thought process.
