Corporate Complaints Learning and Improvement Officer RBKC607173 London, England
Job description
Job Summary:
Salary range: £35,223 - £38,934 per annum
Work location: London
Hours per week: 36
Contract type: Permanent
Closing date: 26th February 2023
Interview date: Week commencing 13th March 2023
About Us:
Help resolve complaints and improve customer satisfaction with our services.
At the Royal Borough of Kensington and Chelsea, we put local people and businesses at the heart of everything we do, working in partnership with them to provide quality services that are responsive, effective and efficient. Committed to acting with openness, honesty, compassion and humility, we aim to listen and understand in a way that is respectful, encourages involvement and meets the needs of all our communities.
The Role:
The wide range of services we offer provide enormous benefits to all our residents, and in this vital role you’ll act as an important point of contact for people who wish to make a complaint about an aspect of the work we do. Your first key task will be to develop good working relationships with complainants and provide them with clear support and guidance. You’ll then handle their complaint to ensure that, following investigation, their questions and concerns are addressed and recommended action is taken while providing the highest standard of service.
You’ll have a wide range of other responsibilities, including the recording, tracking, monitoring and analysis of complaints, the development and implementation of policies to improve customer satisfaction, and reviewing the systems we have in place with a view to improving the efficiency of the service and learning from the complaints we receive. Under the guidance of your Manager, you’ll also identify potential and actual risks associated with complaints, and liaise with appropriate personnel both within and outside the Council.
Please refer to the Job Description for more information
About You:
This is a role where your ability to respond to complainants in a sensitive and understanding manner will be key to your success, so you’ll be empathetic and patient, and capable of communicating confidently with customers, colleagues, senior management and stakeholders. Educated to GCSE level with good passes, and with at least three years’ experience of handling complaints and resolving disputes in local government or a with a similar organisation, you’ll also have high levels of accuracy and great attention to detail.
Capable of turning a negative experience into a positive outcome, and always calm under pressure, you’ll have a ‘customer first’ attitude as you work to resolve complex issues and problems. When it comes to practical skills, you should have a good understanding of MS Word and Excel, and be ready to learn how to use new systems and software as required. We’ll also expect you to have the ability to produce succinct, accurate reports that contain analysis of data and trends.
Join us, and you can look forward to a package that includes a competitive salary, a high-quality pension scheme and generous annual leave plus bank holidays. And as a key member of our team, you’ll also enjoy plenty of opportunities for development and progression within our organisation.
Please apply online explaining how you meet the requirements set out in the person specification and job description. CV’s alone will not be considered for this role.
Application process
Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.
You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.
Additional information
We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.
This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.
We do not accept speculative CVs from any source.
Please note, we will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.
If you experience difficulties with the recruitment application process, please contact the recruitment team by email: [email protected]
