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This Vacancy has closed.

Customer Relationship Officer

  • Employer: Royal Borough of Kensington and Chelsea
  • Reference: RBKC/22/207474
  • Published: Tue 09/08/2022, 11:20 AM
  • Closing on: Mon 29/08/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £32,868 - £36,579 per annum
  • DBS Check: No
  • Location: Kensington & Chelsea

About Us:

Help change the lives of vulnerable people in a high-profile London borough. 

At the Royal Borough of Kensington and Chelsea, we are focused on putting our residents and local businesses at the heart of every decision. From the policy decisions that we're making through to the services that we’re delivering, it’s vital that we put the needs of our community first. We want to give everyone a great quality of life, with access to a comfortable home, sustainable and desirable employment options, and the chance to live and work in a healthy and safe environment. And our Adult Social Care department plays a vital part in achieving these goals.

The Role:

Joining our supportive, highly experienced team in the heart of London, you’ll deliver customer engagement activities on behalf of our adult social care services. In doing so, you’ll be shaping our service for the better and helping us maintain consistently high standards of care for vulnerable people.

The role has a varied and challenging workload. This includes handling queries about our complaints procedure, preparing complaints statements, processing feedback on our systems and collaborating with Investigating Officers. You’ll also assist with risk assessments and advise managers on the implications of risk for complainants and our council.

The key aim of the role is to deliver a sensitive, high-quality customer service for anyone who wants to know about our complaints procedures. But just as much, you’ll be helping us progress complex cases, collaborating with borough legal teams, information governance teams and corporate complaints teams. It’s a chance to gain a real overview of our service while building the skills to take your career wherever you like.

Please refer to the Job Description for more information

About You:

We’re looking for excellent customer care skills backed by solid experience in a customer care, feedback or complaints service. You’ll also need a good knowledge of The Care Act 2014, National Health Service Complaints Regulations 2009 and other relevant social care regulations.

You’ll be outcomes-focused, a skilled problem-solver and a capable stakeholder manager. Excellent communications skills are essential, along with the ability to handle a complex workload and deal with ambiguous situations.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme, generous annual leave and excellent learning and development opportunities.

Application process

Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.

You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.

Additional information

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We do not accept speculative CVs from any source.

Please note, we will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

Interview date: Week commencing 5th October 2022

  • Employer: Royal Borough of Kensington and Chelsea
  • Reference: RBKC/22/207474
  • Published: Tue 09/08/2022, 11:20 AM
  • Closing on: Mon 29/08/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £32,868 - £36,579 per annum
  • DBS Check: No
  • Location: Kensington & Chelsea

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