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Senior Customer Care Officer

  • Location:

    Gateshead

  • Sector:

    Housing & Local Authority

  • Job type:

    Contract

  • Salary:

    Up to £12.00 per day

  • Contact:

    Katie Ore

  • Contact email:

    kore@aktonrecruitment.com

  • Job ref:

    KO54_1605887813

  • Published:

    10 days ago

  • Duration:

    3 MONTH

  • Expiry date:

    2020-12-20

  • Startdate:

    ASAP

Gateshead Council

Akton recruitment has an exciting opportunity for an experienced senior customer care officer to join Gateshead Council team.

Job Description - customer care officer

Job Purpose
This post will play a key role within the Repair Service in monitoring and learning from responses to complaints and other types of customer feedback. Within the role there will be a particular emphasis on providing support, liaison, and aftercare to customers using the repairs service.
Key Responsibilities
* Co-ordinating internal and external services and partners to oversee a liaison function for customers experiencing major and cyclical repairs, or complex responsive repair issues.

* Taking responsibility for ensuring complaints are dealt with in a timely manner and all investigations and responses are of an expected quality.

* Investigate and respond to enquiries from tenants (and from MPs, Councillors, and other agencies on behalf of tenants) in a positive, fair, and helpful manner.

* Working with strategic partners to ensure learning from complaints is identified and leads to the development and implementation of service improvements.

* Contribute to the development and improvement of policies and procedures within the repairs service to ensure customer care is delivered effectively and consistently.

* Work with customer groups and repair partners to develop and deliver service improvements.

* Development and delivery of training and induction to ensure high and consistent levels of customer care.
* Line management of Customer Care officer.

* Such other responsibilities allocated which are appropriate to the grade of the post.

Important Information
3 Month Contract
£12.00