Customer Experience Officer

Seven Social Care is looking for a Customer Experience Officer to fill an exclusive opportunity in Truro (Cornwall) .

We have opportunities available for up to 12 months and the pay is £24.23 (UMBRELLA) per hour.

The Hiring manager is looking for someone who can work 37 hours a week (various shifts available from Monday to Sunday).

The role:

The Customer & Support Services Directorate is one of the four directorates in Cornwall Council. This role sits within the new Customer Experience team in Customer Access & Digital Services and will support the centralisation of the Directorate feedback process. The feedback process covers compliments, comments/suggestions, and complaints.

Key Responsibilities:

To have a full understanding of the feedback process, applicable regulations, and standards e.g. the role of the Local Government and Social Care Ombudsman; Corporate Feedback Policy; Customer Service Promise; Data Protection and Equality and Diversity.

To be the first point of contact in relation to feedback to the Directorate, ensuring collation of information and producing high quality responses to residents. This will involve contacting customers to ensure that their feedback requests are clear and defined. It may include dealing directly with MPs or Members of the Council as complaints can be made through them.

To work as a member of the Customer Experience central team, to oversee the effective and efficient running of the feedback processes and ensuring that the Council is fulfilling its statutory and regulatory obligations.  This includes monitoring, reviewing, and improving processes, systems, and practices to ensure that these are efficient, effective, and run smoothly, whilst advising on and making changes, as necessary.

To investigate and respond to complaints concerning the Directorate within agreed policies and practices to achieve satisfactory resolution for the customer. This will involve communicating effectively with members of the public and colleagues in a clear and concise manner, taking account of the circumstances.

If this role is something you’d be interested in or available to undertake, please could you reply to this email with your CV ASAP? Alternatively, if this role would not be suitable for you but you know someone who may be interested then please feel free to share my contact details.

Seven also run a referral scheme – if you know anyone looking for this type of work then please put them in touch, and we can pay you £250 once they are placed and have worked 100 hours!