Customer Experience Officer

Customer Experience Officer 150 150 TCLRec
Customer Experience Officer
TRURO
Contract / Temporary

Cornwall 5246680

Posted: 21st March 2024 13:41
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  • Pay Rate:

    up to £19.00 per hour PAYE depending on experience

  • Hours per Week:

    37 Monday – Friday, normal working hours

  • This opening assignment is for 2-3 months

  • TRURO,

    TR1 3AY

What's involved with this role:

Temporary Customer Experience Officer

Reference no: Cornwall 5246680

Pay Rate: up to £19.00 per hour PAYE depending on experience

37 Monday – Friday, normal working hours

This opening assignment is for 2-3 months

City: TRURO

Working from home

This role sits within the new Customer Experience team in Customer Access & Digital Services and will support the centralisation of the Directorate feedback process. The feedback process covers compliments, comments/suggestions and complaints. The role will have the ability to directly influence our customer satisfaction by being the voice of the Directorate, delivering a consistent response to residents whilst ensuring an ethos of continual improvement.

The post holder, while being primarily customer focused, will be responsible for producing responses to feedback (including multi-service cases, and enquiries from stakeholders such as MPs, Councillors and the Local Government and Social Care Ombudsman) and ensuring the accuracy and timeliness of the response. This will involve gathering information for responses from services and adopting a common language and style of response, with a view to giving the best possible experience for customers.

Key Responsibilities:

  • Have a full understanding of the feedback process, applicable regulations and standards e.g. the role of the Local Government and Social Care Ombudsman; Corporate Feedback Policy; Customer Service Promise; Data Protection and Equality and Diversity.
  • Be the first point of contact in relation to feedback to the Directorate, ensuring collation of information and producing high quality responses to residents. This will involve contacting customers to ensure that their feedback requests are clear and defined. It may include dealing directly with MPs or Members of the Council as complaints can be made through them.
  • Work as a member of the Customer Experience central team, to oversee the effective and efficient running of the feedback processes, and ensuring that the Council is fulfilling its statutory and regulatory obligations. This includes monitoring, reviewing and improving processes, systems and practices to ensure that these are efficient, effective and run smoothly, whilst advising on and making changes as necessary.
  • Investigate and respond to complaints concerning the Directorate within agreed policies and practices to achieve satisfactory resolution for the customer. This will involve communicating effectively with members of the public and colleagues in a clear and concise manner, taking account of the particular circumstances.
  • Co-ordinate responses to requests across the Directorate, dealing with or redirecting enquiries received through multiple channels as required, so as to ensure the efficient running of the feedback process. This includes coordinating and responding to multi-service requests, ensuring that all matters are dealt with efficiently, accurately and within relevant timescales, guidelines and legislation. It also includes checking the quality of information provided by services and checking for consistency and accuracy, making recommendations for improvement as necessary.
  • Offer support and advice to other members of staff in their feedback-related duties and attend meetings with Corporate Feedback Officers and any other internal and external bodies to make recommendations, share learning and ensure complaints are resolved in the fairest and most efficient manner.
  • Identify lessons and recommend action to managers to assist in shaping service improvement.
  • Contribute to research, collation of data, analysis and production of reports and presentations as well as performance monitoring of feedback processes. This will ensure that accurate statistics are produced and the information is shared via appropriate channels. This includes reports to Service Directors and the Council Leadership Team etc.
  • Make decisions within own area of work about the order work is carried out and be responsible for prioritising tasks/meeting deadlines. Also taking ownership of issues and problems when dealing with a range of customers and attempting to resolve them, exercising judgment about when there is a need to refer to a more senior colleague.
  • Manage the filing and storage of all electronic and paper files, in line with best data management practice, to ensure efficient and effective record keeping in line with the Council’s records management procedures.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.


Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

Qualifications:

  • NVQ4 or equivalent in relevant subject, or ability to demonstrate equivalent work based experience

Knowledge:

  • Understanding of how Local Government works and the sector in which the Directorate operates
  • Customer-minded, with an understanding of the principles and practice of excellent customer service

Experience:

  • Successful experience of giving verbal and written advice to, negotiating with and building relationships with both internal and external stakeholders
  • Experience of working in a customer focused environment

Skills & Abilities:

  • Demonstrates a high standard of writing skills with the ability to write customer-centred responses, clear reports and meaningful plans to be able to fulfil the obligations of the role
  • Ability to source, analyse and evaluate information and present it to colleagues
  • Proficient in the use of Microsoft IT packages with working knowledge of, or commitment to learn, Lagan and relevant service-specific software
  • Ability to apply creative thinking to find solutions to problems, including complex situations

ALD

Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Cornwall 5246680
Customer Experience Officer
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: Cornwall 5246680
Customer Experience Officer
Client Category: Local Authority

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