At Croydon we are committed to providing the best service to our residents, and importantly learning from what we have got wrong. The Complaints Resolution team are critical on this journey. We are currently looking for a Complaints Officer who has experience of investigating complex complaints and making decisions based on this. You will not always be the expert, but will be able to use resources to help you get to the root cause quickly, and make sound & evidenced judgements to get the right outcome.
You will be responsible for complaints across all council areas, at an escalated level, so an eye for detail, the ability to investigate thoroughly and make excellent and fair decisions is critical. You will be an excellent communicator, who has the ability to relay difficult messages well. You will manage a case load, so experience of managing your time well to deliver on targets is also essential. In return you will work with a proactive and collaborative team.
Essential Experience and Skills required
Previous experience gained in a complaint handling role.
Ability to investigate issues, to identify a root cause(s) and relative solution
Ability to write clear and tailored responses to complainants
Excellent communication skills, both written and oral
Ability to work under pressure, manage own workloads and meet deadlines/targets.
PC Literate – including Excel, Word, Outlook.