Complaints Co-ordinator

Seven Resourcing are looking for a number of temporary Complaints Coordinators to work in Oxford. These positions are initially for a period of 6 months and are paying £12.69 (PAYE) or £15.80 (umbrella) per hour. The working hours are Monday – Friday from 8:30am – 5pm.

The 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:

To effectively coordinate Complaints and feedback for the Council in line with the Council’s Complaints Procedures.

To receive telephone phones calls from people contacting the Comments and Complaints Service.

To provide comprehensive and efficient administrative support to the Comments and Complaints Services.

To log corporate complaints, co-ordinate responses and obtain sign off from service managers.

To receive copies of responses to corporate complaints and update the respective logs accordingly, sending chasers as necessary.

To 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.

To cover responsibilities of the Senior Support Officer when required.

To 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.

Applicant Requirements:

• Qualifications: N/A.
• Experience: Demonstrable experience in a customer service or experience role, ideally within a contact centre and / or regulated services environment.
• Compliance: Proof of right to work in the UK and references covering the last 3 years.
• Travel: Clean UK driving license with the ability to commute to and from work independently.
• Hours: 37 hours p/w.

Working with Seven Social Care:

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