Customer Complaints Officer

Novax Recruitment

Posted 4 hours ago, valid for 16 days

Sutton, Surrey SM12BE, England

Full Time

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Sonic Summary

The London Borough of Sutton is hiring a Complaints and Customer Relationship Officer for a temporary agency worker position in London, starting on 26 May 2025 and ending on 31 August 2025.
The role involves handling customer complaints, responding to Member enquiries, and managing Freedom of Information requests, with a focus on maintaining high standards of customer care and service improvement.
Candidates should have experience in managing complaints and FOI responses, preferably in a public sector setting, along with excellent communication and organizational skills.
The hourly rate for this full-time position is £25.00 per hour, and applicants are required to have relevant experience in the field.
The closing date for applications is 19 May 2025 at 12:00 noon.

Job Title: Complaints and Customer Relationship Officer (Grade 7)Location: London Borough of SuttonContract Type: Agency Worker (Temporary Contract)Working Hours: Full-time, 36 hours per week (Monday - Friday, 09:00 - 17:00)Hourly Rate: £25.00 per hour (Inside IR35)Start Date: 26 May 2025End Date: 31 August 2025IR35 Status: Inside IR35Closing Date for Applications: Monday, 19 May 2025 at 12:00 noon

About the Role

The London Borough of Sutton is seeking a Complaints and Customer Relationship Officer to support the Environment, Housing and Neighbourhoods team. This key role focuses on handling customer complaints, responding to Member enquiries, and managing Freedom of Information (FOI) requests.

You'll play a crucial part in ensuring that the council maintains high standards of accountability, transparency, and customer care, while also identifying opportunities for service improvement and supporting customer consultation initiatives.

Key Responsibilities

Investigate and respond to complaints, FOI requests, and Member enquiries in a timely and professional manner
Collaborate with internal teams to gather information and draft accurate, comprehensive responses
Maintain up-to-date records of all cases using internal systems
Identify service issues and contribute to recommendations for improvements
Support and help facilitate customer consultation activities
Provide high-quality administrative support related to complaints handling and reporting

Requirements

Excellent communication skills, both written and verbal
Experience in managing complaints and FOI responses, ideally in a public sector setting
Understanding of FOI legislation and data protection responsibilities
Strong organisational skills with the ability to manage competing deadlines
Proficiency in Microsoft Office and relevant CRM or case management systems

Desirable

Experience in local government or a similar environment
Background in customer engagement or service improvement projects

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