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Senior Customer Officer

Eingestellt von Capita Resourcing

Gesuchte Skills: Design

Projektbeschreibung

SENIOR CUSTOMER OFFICER

CHELMSFORD, COUNTY HALL

FULL TIME

6 MONTH TEMPORARY CONTRACT

£250 - £300 PER DAY

Over the last three years Essex County Council (ECC) has delivered over £300m of savings whilst working hard to improve services to our customers. ECC is now embarking upon the second phase of this transformation, which will see ECC complete the journey to become a commissioning-led, outcomes-based organisation.

An Exciting opportunity has arisen for a Senior Customer Officer within Essex County Council.

Reporting to the Customer & Member Enquiries Manager, the post holder will take the lead role in complaints handling and resolution, embedding the principles of good complaint handling in Customer Services and ensuring that services are improved as a result of customer feedback.

They will provide professional leadership and consultancy in relation to the handling of customer feedback and the delivery of person centred complaints handling and make informed judgements about complex issues and cases, demonstrating innovation in resolving customer dissatisfaction with services.

KEY ACCOUNTABILITIES

- Understand concerns and manage expectations or resolve issues.
- Have empathy with the customer and understand what the customer is complaining about.
- Work closely with the Service Manager, Customer Liaison Officers and the wider service to understand and analyse the quality of the service, identifying and recommending opportunities for the maximisation of service improvement whilst minimising risk.
- Actively contribute to the wider work of the team.

KNOWLEDGE, SKILLS AND EXPERIENCE

- Strong evidence of customer care and proven experience.
- Worked with multiple stakeholders.
- Public sector experience ideal but not essential.
- An ability to communicate clearly and persuasively both orally and in writing to a wide range of different individuals and groups with particular reference to negotiating skills.
- Ability to lead creatively and effectively, including the ability to design and manage a range of complex situations and issues.
- Evidence of continuous professional development.
- Ability to collect process and analyse data using basic statistical skills.
- Ability to prepare considered, succinct and well presented written work.

ESSEX COUNTY COUNCIL IS COMMITTED TO SAFEGUARDING AND PROMOTING THE WELFARE OF CHILDREN AND VULNERABLE ADULTS, AND EXPECTS ALL EMPLOYEES AND VOLUNTEERS TO SHARE THIS COMMITMENT.

Our aim is to be an equal opportunities employer. We welcome applications, regardless of race, colour, nationality, ethnic or national origins, sex, disability, sexual orientation, gender reassignment, marital or civil partner status, pregnancy or maternity, age or religion or belief. All applications will be considered solely on merit.

Please note this role may be filled prior to the closing date.

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Medien/Design

  • Skills:

    design

Capita Resourcing