Complaints & Information Officer
Venesky-Brown’s client, a public sector organisation in Inverness, is currently looking to recruit a Complaints & Information Officer for an initial 6 month contract on a rate of £16.63/hour PAYE – working 35 hours per week. This role will be based in Inverness.
Candidates must have a basic disclosure Scotland certificate or be willing to apply.
Responsibilities:
– Ensuring complaints are dealt with adequately in accordance with the Complaints Policy.
– Ensuring all relevant staff are kept up to date with Complaints Policy.
– Assisting all appropriate staff in dealing with complaints.
– Undertaking quality assurance on draft replies to complaints, FOI requests, and Ombudsman enquiries.
– Maintaining and analysing records of all complaints.
– Analyse responses and identifying opportunities to improve Customer Care.
– Monitoring initiatives implemented to improve Customer Care.
– Assisting with consultation and engagement with all customers including other services and external bodies to improve current levels of Customer Care.
– Identifying Customer Care training and development issues.
– Maintaining accurate and up to date records of all work undertaken.
– Providing assistance and cover to the other members of staff as required.
– The post holder may be required to undertake any other duties appropriate to the level of the post.
– Duties and responsibilities will vary from time to time
Essential Skills:
– Significant and relevant experience of working within a customer/administrative service
– Excellent customer care skills
– Effective communication and team working skills
– Effective report and letter writing skills using MS Word and Adobe software
– Good skills in data analysis and evaluation
– Accuracy and attention to detail
– Being able to work to strict deadlines
– Excellent self-management and time management skills
Desirable Skills:
– HNC Business Studies or SVQ Level 3 in Customer Service or equivalent
– Word processing skills
If you would like to hear more about this opportunity please get in touch.
Candidates must have a basic disclosure Scotland certificate or be willing to apply.
Responsibilities:
– Ensuring complaints are dealt with adequately in accordance with the Complaints Policy.
– Ensuring all relevant staff are kept up to date with Complaints Policy.
– Assisting all appropriate staff in dealing with complaints.
– Undertaking quality assurance on draft replies to complaints, FOI requests, and Ombudsman enquiries.
– Maintaining and analysing records of all complaints.
– Analyse responses and identifying opportunities to improve Customer Care.
– Monitoring initiatives implemented to improve Customer Care.
– Assisting with consultation and engagement with all customers including other services and external bodies to improve current levels of Customer Care.
– Identifying Customer Care training and development issues.
– Maintaining accurate and up to date records of all work undertaken.
– Providing assistance and cover to the other members of staff as required.
– The post holder may be required to undertake any other duties appropriate to the level of the post.
– Duties and responsibilities will vary from time to time
Essential Skills:
– Significant and relevant experience of working within a customer/administrative service
– Excellent customer care skills
– Effective communication and team working skills
– Effective report and letter writing skills using MS Word and Adobe software
– Good skills in data analysis and evaluation
– Accuracy and attention to detail
– Being able to work to strict deadlines
– Excellent self-management and time management skills
Desirable Skills:
– HNC Business Studies or SVQ Level 3 in Customer Service or equivalent
– Word processing skills
If you would like to hear more about this opportunity please get in touch.
