Customer Relations Officer

23 Months contract with a Local Authority

Job Summary:

To provide high quality effective and efficient support for the Chief Executive; in particular the management of resident inquiries and casework directed to the Chief Executive Office.

To triage and assign issues raised by residents to relevant departments to follow up and feed back to residents and keep the Chief Executive up to date on both individual cases and the overall caseload.

To work in close contact with the Head of Chief Executive Office to ensure the smooth running of the office and supporting delivery of the Chief Executive s vision

Key Duties/Accountabilities:

To act as a residentfacing Customer Relations Officer on behalf of the Chief Executive providing highlevel professional support and assistance ensuring the Chief Executive needs are effectively met and managed.

To receive and triage residents correspondence telephone enquiries and emails and provide timely responses. To manage a portfolio of casework including logging cases on the Members Enquiries system.

To liaise with all departments council officers and other agencies to triage problems and provide responses to residents.

To ensure that cases are dealt with in a sensitive and confidential manner adhering to GDPR principles at all times. To monitor and maintain the records for all Chief Executive casework.

To participate in activities which are appropriate to the role and to meet statutory and departmental requirements

To lead implement and maintain administrative systems including links to casework and complaints system to maximise the effectiveness of the Chief Executive Office. Logging all casework enquires / complaints received through the CEX Office and preparing regular updates and briefing notes for the Chief Executive on all complaints and casework matters including analysis of casework to identify areas of concern trends and matters warranting further attention.

Develop strong relationships with corporate management team senior officers the Chief Executive members and strategic partners on behalf of the CEX.

To record minutes of meetings as required noting actions arising communicating them clearly and managing the updates of action plans. Effectively use Microsoft tools such as PowerPoint and Word to ensure high quality professional output for presentations and other documentation.

Participate in multidisciplinary projects as required and provide regular feedback on progress.

Essential Experience Required:

Experience of handling casework and complaints including immigration housing and the benefit system.

Experience of liaising with Residents Members and Senior Leaders and maintaining appropriate liaison and contacts with other departments council staff and relevant external agencies is essential.

Experience working in local government context including council policy and processes is essential.

Essential Qualification Required:

A good general standard of education written and good verbal skills is essential.

Additional information to note:

Working hours: 36 hours per week.

The closing date for this position is 20^h April 2024.