Quality and Service Improvement Officer Croydon, England
Job description
Croydon Council is now hiring a Revenues Quality & Service Improvement Officer
Grade 8 in Croydon. £35,217- £37,038
The Revenues Quality Services & Improvement team is looking for an individual to work on the busy Revenues Complaints Team. We are looking for an individual with sound investigatory skills with previous experience working in a Revenues customer service environment. You will need to demonstrate that you are a solution focussed individual who has a track record in implementing service improvements so that we learn from complaints and resident feedback. You will need to be able to use your own initiative and take responsibility for your area of work, identify trends and areas of improvement, collaborate with others, demonstrate high customer service standards, put residents at the heart of what you do, monitor and work to deadlines, analyse complex information and have excellent communication skills. If you think you have the appropriate skills, knowledge and experience then we look forward to hearing from you.
The Opportunity
- The post-holder will play a vital role in the Revenues Quality and Service Improvement Team.
- They will review all complaints and enquiries for the Directorate ensuring these are logged and allocated for a timely response, progress-casing as required to ensure the team meets statutory deadlines and corporate standards.
- As well as handling complaints, the post holder will also deal with quality checking officers work, house keeping reports, listening to officers telephone calls from residents, dealing with revenues work streams and represent the Council at Valuation Tribunal hearings.
- As a member of the Revenues Quality Services & Improvement team the post holder will continually review the systems in place to improve the efficiency of the service and ensure that the experience of our residents is at the heart of delivery.
Why Join Us
The ethos at Croydon is very much about working together to make positive change.
You will join an established team who can help you settle in and offer their expertise.
Croydon Council encourages a family friendly workplace environment with a generous 28 days annual leave entitlement, qualification for the Local Government Pension Scheme and with various other benefits such as discounted gym memberships; child care vouchers; savings on health plans; and other staff benefits as well as staff support networks.
We are committed in supporting your work life balance and recognise the changing demands and circumstances. We offer agile working from home on a rotational basis. By working in an agile way the Council is seeking to encourage a way of working which is based on the concept of work, being something that we do rather than somewhere we go.
Croydon Council is an equal opportunities employer embracing equality and diversity and encourages applications from suitably qualified and eligible candidates.
About You
The suitable applicant must have the following;
- Complaint handling experience (or the ability to clearly demonstrate transferable skills)
- Experience of working in a Revenues Customer Services environment
- Some understanding of any legislative framework and government guidelines for handling complaints relating to revenues.
- Ability to manage and deliver a range of complex projects, tasks and activities
- Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities
- Ability to demonstrate resilience when facing contradicting priorities or demanding workloads
- Excellent communication skills
- Able to process and analyse a broad range of data quickly and effectively
Closing date: Thursday 27th April 2023 @ 11.59pm
Equal opportunities
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
