Complaints and Feedback Officer

• Babergh and Mid Suffolk District Councils
• Address: Customer Access Point, Stowmarket, Suffolk IP14 1AD
• Salary: £37,280 - £44,075 per annum (pro rata for part time)
• Hours: Full Time, 37 hours per week
• Contract: Permanent

This role is open to full time, part time, and job share applications, all of which will be assessed equally.

Join our team

We are looking for a Complaints and Feedback Officer to join our Customer Experience team. If you share our values and you are motivated to make a difference for our residents, clients, and communities, we would love to hear from you.

About the role

Working within the Customer Experience Team, in this critical role, you will be responsible for capturing customer feedback and ensuring that it is processed accordingly and that customer complaints are dealt with in accordance with the Joint Compliments, Comments and Complaints Policy.

You will strive to improve customer experience through embedding a complaints culture which encourages and supports complaints being resolved at the earliest possible opportunity.

Through responses to escalated complaints, you will provide data and insight to help us improve services for our customers. Working collaboratively across the organisation you will embed a culture of excellence with complaints being resolved effectively and efficiently.

You will keep records of compliments and feedback to help capture best practice and disseminate this across the organisation, whilst also transparently sharing complaints information, ensuring lessons are learnt and acted upon.

You will provide management information, proactively used to improve our services, including producing an annual report for our residents and scrutiny committee.

About you

We are looking for a dedicated, proactive and customer focussed person who demonstrates attention to detail, strong data analysis and is able to communicate effectively at all levels with both internal and external customers.

You will be resolution focussed, always putting customers at the heart of everything you do and striving to improve the services we provide.

You will need to demonstrate good problem-solving skills along with the ability to enquire and ask questions to fully understand and respond to problems and complaints.

You will have good influencing, negotiating and persuasive skills, communicating with a natural sense of empathy and diplomacy.

Benefits

We offer a comprehensive benefits package, including:

• Generous leave entitlement (26 days a year, rising to 31 days after 5 years).
• Competitive Local Government Pension Scheme.
• Wellbeing Support and Employee Assistance Programs.
• Private Health Care Options.
• Electric Vehicle Salary Sacrifice Scheme.
• Paid volunteering days.

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