Job Ref: 214434450

Date: 2021-08-13 16:11:31

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Complaints Liaison Officer
Amersham, Buckinghamshire
Temporary
Full time – 37 hours per week

Pertemps Recruitment on behalf of Buckinghamshire Council has an opportunity for a Complaints Liaison Officer in the Waste team. This is a temporary position for 4-6 months, but there is potential for this to be extended further. This role is £14.00 per hour, and you will be working full time, 37 hours per week.

The purpose of this role is to be responsible for handling all formal Complaints received via the Buckinghamshire Council's Compliments and Complaints Team and Members Enquiries in terms of investigating issues and identifying causes, resolving the issues with colleagues/contractors and formulating comprehensive and timely responses. Delivering a high quality customer casework service both relating to telephony and other channels of customer contact, aiming to provide an efficient and accurate service, covering all three districts within the Southern Waste Team (Chiltern, Wycombe and South Bucks).

Responsibilities
 
Responsible for handling all formal Complaints received via the Buckinghamshire Council's Compliments and Complaints Team, Members Enquiries and Customer Services within Waste Services.
Action all MP complaints, LGO and VIP enquires for the Southern Waste Team.
Responsible for carrying out casework regarding ongoing service issues, investigating and resolving casework promptly and effectively. Liaising with contractors and other stakeholders and departments, to seek resolutions to problems.
Analysing reports and trends coming through the Customer Service and Compliments and Complaints Team platform to the Waste Team with regards to contractors' performance and casework.
Identifying and reporting requirements for Waste Services, to support the production of performance reports and corporate performance indicators.
Proactively using report data to inform Contractor Managers of trends and emerging issues.
Deputise for Admin Team Leader.
Essential Skills and Experience
 
GCSE's C grade or above (or equivalent) in English
Take time to understand customer needs and consider the impact of actions and decisions on the customer – customer focused
Work collaboratively, courteously and positively with others, acting with integrity and professionalism.
Experience of working in a customer services environment.
Experience of delivering administration support to a department.
Experience of dealing with difficult customers and achieving effective resolution to problems
Excellent verbal and written communication skills, listening, establishing the facts, mediating and managing expectations
Desired Skills and Experience
 
An NVQ Level 4 (or equivalent) in Customer Services or Administration
Driving License
Look for better ways of working in order to facilitate greater efficiency and delivery of agreed outcomes.
Ability to quickly learn new skills and new computer systems.
Good working knowledge of Microsoft Word, Microsoft Excel, Microsoft Outlook and Crystal Reports – excellent and accurate data entry and keyboard skills

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