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Customer Resolution Officer

Up to £0.00 per annum

Olivia Crush Recruitment Consultant – Social Housing & Operational Support

Job Description

MMP Consultancy are looking to recruit a Customer Resolution Officer on a temporary basis working for a local authority based in Hammersmith.

This will be a temporary position paying £26.83 per hour Umbrella.


* Deliver an effective, complaints, enquiries and compliments management service which ensures service standards are met.
* Providing information to the corporate complaints service relating to Freedom of Information enquiries, Ombudsman cases and Subject Access Requests in accordance with the Council's policy and procedures.
* Proactively assist staff across The Economy and other departments to resolve issues efficiently to ensure performance targets are met and prevent complaints from being escalated.
* Contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
* Monitor and track multi complex complaints, enquiries and specialist investigations, and follow up works through to completion, liaising with contractors, and other internal departments.
* Work collaboratively with internal and external parties including elected members, managers and contractors, and providing regular feedback to residents to ensure consistent practices operate across the directorate.
* Co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services.

Experience required:

* Significant experience investigating and responding to Customer Complaints
* Present previous experience of working within Social Housing or Local Government
* Experience of handling challenging and complex situations
* An effective communicator at all levels, you will be able to work proactively and independently to deliver on tight timescales

Title: Customer Resolution Officer
Location: Hammersmith
Salary: £26.83 Umbrella

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