Customer Relations Officer

Salary: £36,648 - £39,186 per annum

MAIN DUTIES AND RESPONSIBILITIES 1. Provide advice, support and assistance and co-ordination on complaints procedures and protocols to departments, ensuring consistency in complaint handling. This may include cross departmental or more complex complaints. 2. Keep under review and coordinate effective complaints handling, providing analysis and recommendations to senior management. 3. Lead in the co-ordination and drafting of complaints reports both for management and publication to include complaints performance statistics, trends and actions taken/ lessons learned. 4. Provide support and assistance with customer relationship management providing systems administration, on-going training and support to departments in relation to associated software. 5. Assist the Improvement Manager with implementation of the Customer Care Strategy and associated action plans in conjunction with departments including review of customer touch points across the organisation to identify areas where the ‘customer journey’ or experience could be improved. 6. Provide and/or facilitate customer care and complaint handling training to Council staff to ensure procedure and policy are implemented and to embed Council’s customer care behaviours and Council values. 7. Assist, advise and support departments on consultation/ customer feedback methods to undertake or establish customer satisfaction/ feedback. This includes providing guidance on a rolling programme of consultation/ customer feedback, training and support to departments in relation to the use of the Council’s Consultation Hub. 8. Participate in relevant local government officers networks and engage with customer relations officers in other sectors to establish and share best practice. 9. Develop and maintain effective internal and external relationships which support the work of the team and department. 10. Prepare reports for the Improvement Manager, Heads of Department and EMT, and attend management meetings as required. 11. Undertake any other relevant duties that may be required and are commensurate with the nature and grade of the post.

Experience

• 1 year’s experience in a Customer Relations/Customer Care role to include all of the following: ▪ Management of/advising on Customer Relationship Management including complaint handling. ▪ Information/data analysis and reporting e.g. customer feedback/complaints, etc. ▪ Use of Microsoft applications including excel, and or other IT applications/software package. ▪ Collaborative working with a range of internal and external partners/customers. ▪ Delivery or facilitation of awareness raising/ training e.g. in customer care/complaint handling etc. Key skills, knowledge and attributes • Excellent verbal and written communication skills; • Excellent interpersonal skills • Customer-focused: • Effective presentation skills; • Excellent administration and organisational skills • Ability to use a range of IT software. Driving Access to a form of transport which will permit the applicant to carry out the duties of the post in full. Working Arrangements/Flexibility

37 hours per week, Monday – Friday 9.00 am– 5.00 pm. A flexible working hours scheme in operation. The postholder may be required to work additional hours and outside normal working hours to meet the needs of the post.