Senior Customer Resolutions Officer

Senior Customer Resolutions Officer
Lewisham
28/hr
Start date: ASAP
Hybrid role mainly working from home but expected in the office 1 day per week.
AKTON recruitment is working closely with the local authorities and we are looking for a Senior Customer Resolutions Officer in the Lewisham area. 3 - 6 months contract.
Main Purpose of the job:

• To investigate and resolve corporate and statutory complaints, enquiries from representatives and information requests for the Council
• To identify service failures and opportunities for service improvement
• To provide advice, support and training to service areas to improve resolution at the first 'point of contact' and decrease escalation rates
• To ensure service areas work within the 'governance framework', to allow the Complaints and Casework Team (CCT) to meet performance KPIs, tackling non-compliance and/or escalating as appropriate

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Summary of Responsibilities and Personal Duties:
1. Investigate and resolve a range of complex/sensitive corporate and statutory complaints for the Council; ensuring that complaints do not escalate unnecessarily to the next stage of the complaints process.
2. Liaise with customers and service areas to conduct a thorough, resolutions based, investigation; ensuring opportunities to learn and improve 'point of contact' resolution are identified and fed back to service areas.
3. Assess and respond to a range of complex information requests (Freedom of Information / and 29 Subject Access Requests); liaising extensively with service areas to ensure data is released appropriately and / or applying suitable exemptions / exceptions, where necessary.
4. Plan and organise own workload to meet stringent deadlines and/or to meet the CCT 'governance framework' obligations; identifying risks to service delivery from competing priorities and escalating to the Corporate Complaints, Casework and Contracts Manager as appropriate.
5. Coordinate service areas to meet their 'governance framework' obligations; addressing
low-level areas of non-compliance and/or escalating risks and concerns to service or the Corporate Complaints, Casework and Contracts Manager as appropriate.
Knowledge

• Excellent understanding of customer service delivery and best practice; complaint management, specifically effective complaint investigations
• Good level of understanding of legislation relating to role responsibilities: statutory social care complaints, information requests (DPA, FOIA)
• Good level of understanding of ombudsman frameworks - eg Local Government and Social Care Ombudsman or similar

Experience

• Substantial customer service and/or complaint investigations within public sector or similar complex organisation
• Substantial experience of dealing with complex and sensitive complaints/enquiries
• Substantial experience of working within performance focused environment, delivery to stringent key performance indicators (KPIs)/service level standards
• Experience of working with a diverse group of stakeholders at varying levels of seniority
• Experience of working within legislative frameworks (e.g. Ombudsman/Statutory frameworks)