Responsibilities
- Lead the delivery of a professional, customer-focused complaints resolution service, aligned with Local Govt and Social Care Ombudsman standards
- Manage complex and high-level complaints, undertaking thorough investigations and engaging with key internal stakeholders
- Conduct root cause analysis and drive continuous improvement through actionable insight and service enhancements
- Act as a customer advocate, influencing stakeholders across the Council to resolve issues and improve overall customer experience
- Take full ownership of complaints, engaging directly with customers to understand concerns and desired outcomes
- Produce clear, high-quality written responses, making balanced and evidence-based decisions on complaint outcomes
- Ensure customers are kept informed throughout the process, maintaining transparency and trust
- Deliver timely and effective resolutions, aiming for first-contact resolution wherever possible
- Ensure all complaint handling is fully compliant with legislation, internal policies, and Ombudsman expectations
- Maintain robust records, ensuring accuracy, auditability, and minimal error/repeat issues
- Manage escalated complaints, including cases referred to the Ombudsman, working closely with assurance teams
- Demonstrate strong awareness of the regulatory environment and associated risks, ensuring adherence to required standards
Qualifications
- Experienced and detail-oriented Senior Customer Complaints Coordinator with efficient, knowledgeable, and accurate service to customers
- Previous experience of complaint handling and resolution at a Senior level
- Proven experience in complaints resolution in a high-volume capacity
- Strong organisational skills to manage workloads and meet Service Level Agreement. Expected target: 100 enquiries per day
- Strong ability to multitask and manage caseloads
- Excellent communication skills, both written and verbal
- Proficiency in MS365 Applications including Sharepoint, Excel, Outlook and Teams
- High attention to detail and accuracy
Working Conditions
Working Hours: 37 hours per week, Monday – Thursday, 8:45 AM – 5:15 PM (1-hour unpaid break); Friday 8:45 AM – 4:45 PM (1-hour unpaid break)
Work Arrangement: Hybrid after training period, days onsite to be confirmed with manager.
Pay Rate: £18.36 per hour PAYE
Length of Assignment: Temporary basis, 3 months with potential to extend.
