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Customer Relationship Officer

  • Location

    West End, London

  • Sector:

    Admin & Clerical

  • Job type:


  • Salary:

    £15 - £18.68 per hour + PAYE/UMBRELLA

  • Job ref:


  • Published:

    8 months ago

  • Duration:

    3 Months +

  • Start date:


  • Expiry date:


We have an exciting opportunity for a Customer Relationship Officer to join our client's offices based in Kensington on a temporary contract basis for 3 months with the possibility of an extension. The client is looking for someone to start ASAP, working full time, 36 hours per week at £15 p/h PAYE.

As the Customer Relationship Officer, your main duties will include:

  • The Customer Relations Officer is responsible for the effective delivery of customer engagement activity, including the statutory and corporate complaints process, Freedom of Information requests, Subject Access Requests and Councillor and MP
  • As part of the Service Development division, this post plays a key role in promoting and embedding a culture of innovation, continuous improvement and enterprise that challenges existing practice and develops new, more effective means of improving Children's

To be successful for this Customer Relationship Officer post you will need to have:

  • Evidenced knowledge and experience of working with customer feedback and complaints
  • Evidenced ability to demonstrate a good understanding of Children's Services/ Adult's Services policy and practice and their implications for customer engagement and complaints
  • Evidenced knowledge and understanding of the Children Act (1989), the NHS and Community Care Act (1990), the Freedom of Information Act (2000), the Data Protection Act (1998) and other relevant legislation and regulations and guidance
  • Ability to demonstrate an understanding of how outcomes from complaints and customer feedback can influence and improve services Is able to demonstrate an awareness of possible institutional barriers experienced by service users wishing to make a complaint, particularly those faced by young people
  • Evidenced ability to understand and address complaints and customer feedback issues and to understand the impact of proposed solutions
  • Evidence of good analytical skills and techniques and the ability to apply these practically and appropriately in this post. In particular the ability to understand and analyse quantitative and qualitative information relating to the complaint
  • Demonstrable investigative skills with the ability to use targeted questioning to get to the cause of an issue - the postholder will have good listening and comprehension skills leading to the formulation of appropriate solutions and responses to complaints
  • Demonstrable the skills to be able to identify trends, patterns and risks in relation to customer feedback and
  • Experience of working within a customer relationship or dispute resolution function
  • Demonstrable ability to liaise with a variety of stakeholders and experience of working directly with young people, parents, carers and wider family members within a social care setting
  • Proven ability to carry out effective mediation between staff and service users, their carers and representatives, in order to achieve the early resolution of complaints
  • Proven excellent interpersonal skills with the ability to establish positive working relationships with staff at all levels, corporate colleagues etc to generate confidence, trust and respect
  • Proven ability in maintaining an information system for the recording and retrieval of accurate information/records pertaining to complaints
  • Proven ability to handle confidential and sensitive information and to ensure that it is stored
  • Evidence of possessing a clear understanding of the diverse nature of the local community, the implications for complaints processes and how they impact on residents and service users
  • Proven excellent communication skills and the ability to articulate information verbally and in writing that is clear and supports the resolution
  • Proven ability to prioritise and manage own workload, responding flexibly to demanding deadlines and changing needs and priorities appropriately and taking personal responsibility
  • Demonstrably able to demonstrate a commitment to the Council's Equal Opportunities Policy and the ability to understand and implement the policy in relation to the job responsibilities

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