We are looking for someone to join the team as a Senior Customer Relations Officer on a fixed term basis until March 2024. You will have responsibility for managing a case load of complaints and representations, including MP enquiries and ensuring that they are investigated and responded to appropriately by operational staff. In addition you will work with Heads of Service and their management teams to ensure that the Council learns from and takes actions to improve services as a result of the outcomes from complaints.
You will need to have a sound knowledge of policy and procedure in respect of complaints management and experience of working within a customer services environment.
You will need to be able to work effectively under pressure, confidently communicate with people who can be angry, upset and emotional, work as part of a team, manage differing workloads and rise to the challenges presented by the nature of the work. Attention to detail and excellent letter writing skills are also essential criteria for this role.
This role is based at County Hall, Exeter, with the potential for some hybrid working.
Job Description