Complaints Casework Officer

3 months contract with a Berkshire based Local Authority

Key Duties/Accountabilities:

Providing effective administrative support including logging council wide Complaints Member (Councillor) casework and queries received directly from Members of Parliament.

Ensure departments respond appropriately within the required timescales and include learning and that actions are taken to prevent escalation and reoccurrence of cases dealt with.

Establish a network of key contacts across the council in order to ensure timely responses and resolutions for complaints and members casework.

To be a point of contact to receive log and acknowledge stage 1 2 complaints enquiries from Members and queries from our local MP.

Provide advice on the complaints process when asked by the general public members and officers.

To liaise with Members regarding casework submitted on behalf of their constituents.

Promoting the benefits of great customer service and early intervention.

Coordinate joint responses where a case requires input from more than one department.

Problem solving and establishing workable solutions to complex complaints or caseworks ensuring that all cases are processed in a fair and timely manner.

Review the quality of replies and ensure that any learning points are identified and actioned.

Advising staff on the need for process policy and service improvement where appropriate.

To utilise our inhouse system to log cases and predominantly use Outlook.

Additional information to note:

Hybrid working arrangements (2 days per week are required in the offices).

The closing date for this position is Thursday 14/03/2024.