Customer Care Support Officer

Contract to start ASAP until 10-12-26 with a possible extension.

Responsibilities:

Co-ordinating, allocating, logging, reminding and escalating and where appropriate responding to complex and often voluminous queries, service requests and complaints, where appropriate, both verbally and in writing and within legislatively prescribed or policy driven timescales.

Acting as a point of contact for members of the public and Trust officers in all complaint related matters, providing advice and guidance and practical interpretation of Trust policy and legislation relating to both informal and formal complaint resolution.

To be responsible for the complaint handling generic mailbox and for the complaint telephony service making, often difficult, decisions as to whether the enquiry constitutes a complaint or with the enquiry.

To ensure that all complaints (including LGSCO) are acknowledged, recorded and monitored on a regular basis to ensure that response timescales are met.

Responsible for ensuring that all internal databases are maintained and updated and to provide performance reports as appropriate.

To co-ordinate the complaint handling reminder and escalation process and to monitor progress to ensure timescales are met.

To provide advice, as appropriate, to both internal and external stakeholders on behalf of the Corporate Complaints Team. . (LGCSO).

To assist, as appropriate, in the liaison with the Local Government and Social Care Ombudsman

Support the induction of new members of staff on systems and procedures within the Customer Care team.

Assist and advise staff Trust wide on the definition of complaints including what constitutes a complaint and guide and advise on the different complaint handling processes.

To assist in communicating relevant information, guidance and best practice pertaining to complaint handling to staff across the Trust (including Managers, and Senior Managers).

To assist in reviewing and maintaining the Trust Complaint Handling policies, procedures, guidance, templates and other relevant materials.

To continuously develop own skills and enhance knowledge of complaint handling topics, including changes to legislation and best practice guidance.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5305367-09-26