Customer Engagement Officer

Recruiter
Yoo Recruit
Location
Wolverhampton
Posted
10 Aug 2018
Closes
15 Aug 2018
Sector
General
Contract Type
Full Time
Customer Engagement Officer - Customer Services

Temporary Contract - Full Time Hours - Rolling Contract

Job Purpose and Role:

• To take ownership and responsibility for day to day operational delivery of the complaints and compliments procedures relating to Corporate, Public Health, Adult Social Care and Children.

• To take ownership and responsibility for the resolution of customer complaints.

• To ensure that all statutory duties and timescales are met in relation to this area of activity.

• To ensure that complaint policies and procedures are in line with latest national and regional developments.

• To recommend service developments in light of lessons learned and track that these have been developed.

• To disseminate good practice and lessons learned from the complaints process.

Essential Criteria:
These are the necessary requirements to carry out the job successfully.

• Working in a multicultural community setting with young people, parents and family’s or vulnerable adults in a social care setting.

• Managing and investigating Corporate, Social care and Public Health complaints

• Operating within a political framework.

• Mediating between parties who hold differing beliefs and perceptions

• Resolving disagreements

• Operating and complying with safeguarding policies.

• Operating within a performance management framework

• Compiling and delivery of relevant training packages

• Ability to interpret relevant legislation and apply it to a set of circumstances.

Essential Knowledge:

• Understanding of the Children’s Act 1989

• Corporate complaints processes and legislation

• Experience of working closely with LGO

Skills:
• Problem solving skills

• Manage conflict

• Tact and diplomacy

• Solution focused

• Excellent communication skills across all mediums.

Qualifications or Training:

• Competent in the use of IT and ability to learn new IT systems

• Educated to degree level or equivalent

• Qualification in mediation work

YOO Recruit is acting as an Employment Business in relation to this vacancy

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