Temporary Complaints Co-Ordinator/Administrator

Temporary Complaints Co-Ordinator/Administrator 150 150 tcl-admin
Temporary Complaints Co-Ordinator/Administrator
Oxford
Contract / Temporary

Oxfordshire 5215246

Posted: 9th September 2022 12:48
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  • Pay Rate:

    Up to £12.69 per hour PAYE depending on experience

  • Hours per Week:

    37 Monday – Friday, normal working hours

  • This opening assignment is for 4 months

  • Oxford,

    OX1 1ND

What's involved with this role:

Temporary Complaints Co-Ordinator/Administrator

Reference no:  Oxfordshire 5215246

Pay Rate: Up to £12.69 per hour PAYE depending on experience

Enhanced DBS disclosure is listed as a requirement for this role

As a Complaints Co-ordinator in the Voice of the Customer team you will work closely with the Complaints Manager and service area representatives to contribute to the provision and management of effective complaints handling processes.

The purpose of this role is to ensure that all customer feedback (comments, compliments and complaints) are handled in a timely manner and compliant with the relevant procedure. The post holder will have excellent communication skills, attention to detail and a strong customer service ethos. The post holder will work closely with service areas to resolve customer complaints to satisfy the customer’s request.

Key responsibilities:

  • Effectively coordinate Complaints and feedback for the Council in line with the Council’s Complaints Procedures.

 

  • Receive telephone phones calls from people contacting the Comments and Complaints Service.
  • Provide comprehensive and efficient administrative support to the Comments and Complaints Services.
  • Log corporate complaints, co-ordinate responses and obtain sign off from service managers.
  • Receive copies of responses to corporate complaints and update the respective logs accordingly, sending chasers as necessary.
  • Receive telephone calls for the team, taking initial information and dealing with callers tactfully and sympathetically.
  • Assist the Senior Support Officer to manage the Comments and Complaints inbox proactively ensuring that new correspondence is flagged up and responded to promptly, acknowledgments are sent out in accordance with timescales and tasks relating to caseloads are assigned to Comments and Complaints Officers on a daily basis.
  • Maintain and develop systems to provide data relating to comments and complaints.
  • Maintain and develop effective electronic filing system for comments and complaints.
  • Cover responsibilities of the Senior Support Officer when required.
  • Undertake such other duties as may be assigned from time to time, including assisting other staff within the wider Complaints and information Team if necessary
  • This job description is not an exhaustive list of tasks and responsibilities, and the post-holder may be required to undertake additional tasks and responsibilities which are commensurate with the grade of the job.

 

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

 

Qualifications:

  • Good all-round education or equivalent or substantial experience within the job scope.

 

Experience:

  1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  2. Demonstrable experience in a customer service or experience role, ideally within a contact centre and / or regulated services environment.
  3. Knowledge and experience of dealing with complaints and working in a customer service environment.
  4. Experience within a professional office

 

Skills & Knowledge:

  1. Strong problem-solving skills and attention to detail.
  2. Ability to undertake basic prioritisation of tasks from various sources.
  3. Good communications skills with a confident telephone manner.
  4. Ability to work calmly under pressure
  5. ICT Skills: Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
  6. Ability to handle challenging and sometimes emotional situations and customers.
  7. Organised and methodical and able to multi-task

 

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.


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:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
  5. Please refer to the Role Requirements section above - your CV must address the requirements listed.

 

Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.

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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: Oxfordshire 5215246
Temporary Complaints Co-Ordinator/Administrator
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: Oxfordshire 5215246
Temporary Complaints Co-Ordinator/Administrator
Client Category: Local Authority

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