Job title: Customer Experience Officer
Directorate: Regeneration and Neighbourhood Services
Service: Housing
Unit: Strategy and Engagement
Responsible to: Strategy and Engagement Manager
General Job Objective: To be a central point of contact for customers in relation to housing service requests, complaints and compensation claims in order that they receive excellent customer service. To fully investigate complaints and compensation claims from a customer focus, in accordance with policies and procedures.
Key Tasks:
- To ensure that customer complaints and expressions of dis-satisfaction, (Service Issues) are reported, recorded and coordinated in order that all activities relating to complaints are up-to-date and comprehensive.
- To be the first point of contact for all customer complaints and compliments for Housing Services. To ensure that customers are kept fully up-to-date at every stage of the complaints process.
- To work with colleagues to fully investigate the complaint, gaining a full understanding of the situation and building knowledge of systems, procedures and obligations to our customers.
- To promote digital services and to assist customers in the use of on-line services in regard to service requests and complaints.
- To make the decision on whether the complaint will be upheld and communicate this along with reasons for the decision to both the customer and relevant manager.
- To ensure that customers are kept fully up-to-date during the investigation of a compensation claim and to work with colleagues across the Housing Service to fully investigate the compensation claim, gaining a full understanding of the situation to determine liability.
- To investigate and resolve compensation claims in liaison with relevant colleagues.
- To agree discretionary payments for service failure in accordance with policy and procedure and arrange payment.
- Track and agree resolutions to complaints to ensure that they are fulfilled and highlight any delays, track and performance manage cases raised through the CRM system and liaise with service representatives in relation to same and track/performance manage all written enquiries received by the Housing Service and liaise with service representatives in relation to same to ensure prompt response.
- To ensure the Councils safeguarding procedures are followed where appropriate.
- To work within Council policies and procedures including data protection and financial regulations.
- To ensure the Council’s health and safety policies and legal requirements are adhered to.
- To contribute to the development, review and improvement of policies and strategies in line with current legislation and best practice.
- To support the achievement of social inclusion, equality and diversity in both employment and service delivery including the promotion of equality of opportunity.
- Promote and deliver the priorities, values, and objectives of Bassetlaw District Council at all times.
Last Updated on Wednesday, January 8, 2025