Complaints Case Coordinator

Starting salary: £29,873
Job Level: Level 2, Zone 2
Work Location: 5 Pancras Square, London, N1C 4AG
Hours per week: 36
Contract type:  Fixed term to 31/03/23
Closing date: Wednesday 22nd June at 17:00
Interviews to be held: 27th June 2022
Alternative flexible working options available / open to discussion  

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

Please make sure you do not provide any personal information including your name in the attachment and DO NOT attach your CV.

** AGENCY STAFF, PLEASE CLICK HERE TO APPLY **

About us

Camden is building somewhere everyone can thrive, by making our borough the best place to live, work, study and visit. Because, we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind.

The role

The role will deal with citizens directly who are not satisfied with the services they have received from the council to create a better future for all and improve services provided by the council to its residents.

This is an active role in the Central Complaints Teams (Information and Records Management) that is responsible for the effective day to day coordination and processing of complaints and MP Enquiries in a flexible but timely manner including the support and development of consistent data recording, document management and information gathering.

About you

To find out more about what it is like to work at Camden, meet some of our People by clicking HERE

You promote, facilitate and support enquiry handling across the council and with partners that is citizen-focussed, simple, open and transparent, supporting officers to manage the flow of enquiries coming into the council making full use of relevant IT case management systems

You liaise with service areas in the council and external partners to ensure that enquiries are responded to in a timely manner and you provide advice, guidance and support to services on responding to enquiries within a framework of policies and procedures

You work with a case management system that delivers statistical and performance data relating to enquiries, showing trends to ensure performance measures & standards (statutory and non-statutory) are met.

Working for Camden

We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine how we’re supporting people, and we’ll redefine what a career can be. If that sounds good to you, we’d love to talk.

At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Click HERE to see full details of our benefits.

Additional information

To view the Job Profile, please click HERE

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.

Inclusion and Diversity

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website

Asking for Adjustments

Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG