At a Glance
- Tasks: Handle customer complaints and lead service improvement initiatives.
- Company: Join a dynamic team focused on enhancing community services.
- Benefits: Gain valuable experience in public service and project management.
- Other info: Opportunity to work collaboratively and develop your career.
- Why this job: Make a real difference by improving services for the community.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 32796 - 40084 £ per year.
To be responsible to the Senior Complaints Officer for:
- Handling customer complaints, member and MP enquiries, statutory enquiries, including Freedom of Information (FOI), Environmental Information Requests (EIR) and Data Protection requests (DPRs).
- Leading and initiating the Directorate’s service improvement work and identifying improvements in service.
- Running or supporting the Community Services Directorate with project work and administrative tasks.
- Jointly managing the Service Improvement Assistant.
Main Duties:
- Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.
- Have the responsibility on behalf of the Directorate and DMT for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.
- Identify and implement service improvements; researching best practice and making recommendations to managers and DMT to change processes and procedures.
- Monitor all types of the Directorate’s casework to ensure all their responses are sent on time and alert DMT and managers of issues with casework or timescales that could bring the Council or the Directorate into disrepute.
- Notify relevant DMT members, managers or staff of urgent and complex complaints or enquiries and assist them in investigating, producing, co-ordinating or refining response, as appropriate, maintaining a high level of service. Make suggestions for resolutions to the relevant Head of Service if it falls outside of current policies and procedures.
- Be the Directorate’s lead on the Corporate case working system (Dynamics/or other) and have responsibility for producing the directorate’s logging processes and procedures.
- Run monthly Repairs and Investment Complaint’s teams meetings, setting the agenda, producing all paperwork and identifying areas of service improvement and working with teams to implement the changes.
- Responsible for reviewing the procedures and administrative processes in relation to complaints in line with current legislation and guidance, developing, creating or updating policies and systems; including those which encourage and facilitate users to express their views; recording these accurately and consistently.
Complaint Service Improvement Officer in London employer: rated traders ltd Careers
As an HIA Surveyor with us, you will join a forward-thinking organisation that prioritises employee well-being and professional growth. Our collaborative work culture fosters innovation and encourages you to take the lead in service development while ensuring compliance with essential health and safety regulations. Located in Westminster, we offer unique opportunities for site visits and training, allowing you to expand your expertise in a vibrant urban environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Service Improvement Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at rated traders ltd Careers. 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 rated traders ltd Careers 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 Complaint Service Improvement Officer in London
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 rated traders ltd Careers:Your cover letter is your chance to shine! Tell us why you want to work at rated traders ltd Careers 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 rated traders ltd Careers!
How to prepare for a job interview at rated traders ltd Careers
✨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.
