6 jobs found for customer services

Job PurposeTo provide consultancy, advice and guidance on complex complaints to Strategic Directors, Heads of Service, Service Managers, and Cabinet Members as required; producing high quality, factual, concise information that is written in a clear and accessible manner and that seeks to deliver the best possible outcomes for residents. To assist in ensuring that you provide a customer sensitive and effective response to complaints and representations from the public which ensures the Council meets its statutory and regulatory obligations, in accordance with relevant legislation; including the development of service specific strategies and policies. To be responsible for working to meet conflicting priorities and deadlines, and meeting quality and performance standards. To support the promotion of the work of the Customer team across the organisation, with senior managers and Members in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation. Job DutiesTo work as part of a team acting as the first point of contact with regards to comments, compliments, complaints and representations, managing the whole process from logging the issues and liaising with the services, residents and partner agencies, to ensuring any agreed solutions are implemented. Providing consistent advice, support, training, guidance and consultation to all staff, relevant agencies, external and internal organisations/stakeholders and the community at large as required concerning comments, compliments, complaints and representations. To work as part of a team to process the high volume of unplanned and often complex complaints that arise daily, ensuring they are correctly assessed, logged onto local and corporate systems, risk assessed and prioritised, researched or allocated to relevant managers, monitored until concluded and then responded to.To work directly with residents, service users, their family, carers advocate, representative or legal counsel, updating the complainant on progress with their case and ensuring their wishes are recorded and feed into any decision on how to progress the case and respond to the complaint.To work as part of a team to meet statutory and regulatory requirements by upholding Service Level Agreements in place to acknowledge, investigate and respond to concerns, and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible.To work as part of a team ensuring effective performance monitoring and evaluation of action plans and other initiatives relating to the service team and to oversee the performance indicators detailed within these areas, collating and managing all the data needed for accurate monitoring of processes.Making effective use of the different management systems within the service area and Council wide, including the use of digital platforms and technology relevant to the service area. Maintain an up to date knowledge of relevant research and development advancements in area of expertise. To prepare and produce comprehensive, case specific letters and reports, in response to complaints, Ombudsman enquiries, and for a range of audiences including distressed service users and their families, Members, partner organisations and senior managers.To deputise in the absence of the Team Manager, and attend in support of, or as a representative of, the Service Manager at meetings, project groups and outside bodies relevant to the duties of the post.To support the development, co-ordination and administration of a Complaints forum to monitor service improvements arising from complaints, audits and peer reviews, sharing best practice and benchmarking information to create a culture of continuous improvement. To commission and oversee suitably qualified and endorsed Independent Investigators to undertake statutory Stage 2 investigations for social services complaints where appropriate.Essential SkillsEducated to degree level or have significant experience working in a similar customer services environment. ILM Level 5 Management Qualification or equivalent.Understanding the principles of excellent customer service.Extensive knowledge of the role specific legislation, statutory duties, codes and practices, health and safety and conditions of contracts.Knowledge of the role specific functions.Knowledge of Local Government service delivery.Good knowledge of all Microsoft Office packages especially ExcelSignificant experience of delivering complex services to the public.Experience in managing a proactive and responsive service.Experience of adherence to legislation and health and safety.Experience of working in a setting similar to Local Government and advising Members, external agencies and Officers on complex issues.Experience of working with vulnerable adults and young peopleIf you feel you are right for the role apply today.Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

Randstad Business Solutions are working with our Public Sector client to recruit a full time Employer Engagement officer . MAIN PURPOSE OF JOB: Employer Engagement Officer will be expected to develop effective and sustained working relationships with micro businesses, sole traders and other employers to secure appropriate work based training and employability opportunities for participants.The Employer Engagement Officer will identify employment opportunities for participants whilst actively promoting the services of the programme to a wide range of stakeholders. You will have responsibility for liaising with employers to source vacancies and opportunities as well as provide in-work support for participants.The Employer Engagement Officer will have responsibility for identifying and establishing contacts with local employers through innovative outreach and marketing activities to promote the Programme, its services and the benefits of recruiting its participants.They will work collaboratively with other employer liaison functions both internally and externally to ensure a co-ordinated and strategic approach to developing and maintaining successful employer relations and opportunities for participants.They will provide a flexible, high quality service, working in partnership with Communities for Work, and will be expected to work as part of an integrated team. Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

About Our ClientThis unique and interesting opportunity for a Community Safety Warden is available until the end of March 2021, possibly longer.You will be working for a well respected organisation based in Newport - you will need to have access to your own vehicle for this role as it is field based.Job Responsibilities:In this role, you will be responsible for ensuring that safety measures are being met in public spaces when it comes to social distancing and indeed anything else that may affect the safety or any given environment.You will be responsible for challenging individuals who are not conforming to restrictions and informing the police of issues that have arisen and also issuing fixed penalty notices.Preferred Skills:We are looking for someone who has excellent administration skills, and a proven track record in working with the public.Personal Attributes:Our chosen candidate will have a good level of confidence and be unflappable when it comes to interacting with the public.Associated Benefits:You will benefit from a competitive hourly rate paid on a weekly basis, full time working hours and working within a fantastic team.Please click APPLY NOW for further details.Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

An exciting opportunity for a Complaints Review Officer to work for Essex Police Role: Complaints Review OfficerLocation: Witham, EssexSalary: £17.73 p/hDuration: ASAP for 4 Months37 Hours a week Main Duties and Responsibilities:Assess the grounds on which a review has been submitted, conduct reviews, determine if the complaint should be upheld and make recommendations. Confirm eligibility of review requests Clarify the complainants preferred outcome Source and assess all relevant case documentation required to enable an objective consideration of each review and a determination of whether or not the complaint was resolved in a reasonable and proportionate way, with a focus on outcomes Examine the case papers relating to each review on the specialist Centurion software. Source any additional background papers that are required to facilitate a legitimate consideration of the grounds for review and then update Centurion with the assessment decision and any follow-up or remedial action to be taken.Refer appropriate matters to the IOPC Make clear recommendations and outcomes on completion of review Contact complainant to understand fully both their complaint and their desired outcome. Maintain contact as appropriate to ensure that the process is customer focused. Produce clear outcome letters which communicate to the appellant whether or not their review has been upheld, what outcomes they can expect and what remedial action (if any) will be taken against any nominated officer(s) involved.Escalate any cases identified as posing significant complexity or risk to line management. Be responsible for effective management of workload and be self- sufficient in the delivery of the appeals/review function, in order that the work is carried out in line with the Independent Office for Police Conducts Statutory Guidance, and any internal protocols. Minimum Requirements:Police Experience would be hugely beneficial Background in complaints handling/customer service Good basic standard of education, at A level or equivalent vocational qualification or above, including in Maths and English.Clear and confident in telephone communications; comfortable speaking about sensitive issues with both partners and the general public (who may be upset and/or emotional). A solid and proven understanding of complaints handling processes and principles.High level of accuracy and attention to detail in written work. Competent in the use of a range of IT packages in order to establish effective administration systems and to create reports, presentations and other documents.Strong interpersonal skills, with the ability to build and maintain positive working relationships.Effective communication skills, both written and oral. Able to present information clearly and concisely, both in writing and verbally.Able to carry out research and present findings in a clear and well-structured way.Able to work competently and confidently both as part of a team and under own initiative.Able to deal appropriately with confidential and sensitive material.Politically sensitive, diplomatic and astute, coupled with an ability to be assertive where required.Experience of using video conferencing equipment would be beneficial. Apply Now! To get your CV in front of the hiring manager today.Randstad Business Support is acting as an Employment Business in relation to this vacancy.

About Our ClientThis is an interesting and important role working for a fantastic public sector organisation based in Newport on a Temporary basis until the end of September 2021, possibly longer.This Customer Service role is working 6 hours on a Saturday and also a Sunday so you will need to be available to work every weekend.Job ResponsibilitiesYou will be responsible for making calls, receiving calls, checking information, booking appointments and coordinating diaries.Skills requiredWe are looking for candidates who have great Customer Service experience and strong IT skills.Personal AttributesWe are looking for someone who really cares about their customers, is efficient and really organised!BenefitsYou will benefit from a great location, free parking, fantastic hourly rate, working with an amazing team and great weekend hours!!!Please click APPLY NOW for further informationRandstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

About Our ClientThis is an interesting and important role working for a fantastic public sector organisation based in Newport on a Temporary basis until the end of September 2021, possibly longer.This Customer Service role is working Monday-FridayJob ResponsibilitiesYou will be responsible for making calls, receiving calls, checking information, booking appointments and coordinating diaries.Skills requiredWe are looking for candidates who have great Customer Service experience and strong IT skills.Personal AttributesWe are looking for someone who really cares about their customers, is efficient and really organised!BenefitsYou will benefit from a great location, free parking, fantastic hourly rate, working with an amazing team and great weekend hours!!!Please click APPLY NOW for further informationRandstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.