Address
Form of work
SalaryWe are looking for a proactive, enthusiastic and self-motivated candidate who can help us to continue to build a customer-focused culture within North Somerset Council.
About the role
This role is offered part-time, Thursday and Friday for 10 hours per week on a permanent basis. The role is predominantly based at home, with some travel required to the office when needed.
Responsibilities will be:
- Dealing with escalated customer complaints and feedback, ensuring that issues are resolved satisfactorily.
- Taking a lead role in the resolution of customer complaints received by the Chief Executive, councillors and MPs.
- Building and maintaining a good relationship with the Local Government and Social Care Ombudsman, responding to their requests quickly and efficiently.
- Promoting excellent standards of customer care across the council, through engagement with and providing advice to officers
- Development and delivery of training designed to improve the customer experience.
- Recording and monitoring customer feedback and overseeing the wider recording and monitoring of complaints in all directorates.
- Managing and promoting the council's Case Tracker system, and training officers in how to use it.
- Analysing and presenting customer service information and data to our leadership team.
About you
- Excellent customer service skills, experience and knowledge.
- Ability to understand complex complaints and write clear responses in plain English.
- Experience of delivering training over Teams and ideally face to face.
- Confidence to deal with senior leaders, councillors, MPs and the ombudsman.
- Experience of dealing with complex issues over the phone with customers.
- Experienced at collating complex data and presenting appropriately for different audiences.
- Desire and curiosity to investigate service failures where they occur, and work with officers to put solutions in place.
Why North Somerset Council?
We understand working for a local authority is more than just a job. We want to ensure our employees remain passionate about what they do and enjoys their time at North Somerset. Whether that means you want training and development opportunities or a flexible working arrangement to fit around family commitments, we will work with you to ensure you are getting the best out of your employment.
Join us and you’ll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance with the option to purchase up to an additional 10 days per year. Further details can be found in the attached booklet.
Want to know more and apply?
For an informal discussion, please contact Simone Woolley, Customer Service and Digital Content Manager, on 01934 427370.
Anticipated interview date: Tuesday 16 April 2024.
At North Somerset Council we want all our employees to feel valued and appreciated. We aim to ensure equality of opportunity and prevent discrimination irrespective of your sex, gender identity, sexual orientation, religion or belief, race, age, disability, including neurodiversity, if you are married or in a civil partnership or are pregnant. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their full, authentic selves to work.
We are committed to safeguarding and promoting the welfare of children and young people and expect all our staff and volunteers to share this commitment.
North Somerset Council – Open, Fairer, Greener.
