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Complaints Co-ordinator

Employer
Birmingham City Council
Location
Woodcock Street
Salary
£20,344 - £26,317
Closing date
25 Aug 2019
Reference
BCC001069

View more

Sector
Local Councils
Job Type
Customer service
Contract Type
Permanent
Working Pattern
Standard
Hours
Full-Time

Job Details

CUSTOMER SERVICES COMPLAINTS CO-ORDINATOR

Permanent

Grade 3


An exciting opportunity has arisen to join the Customer Services Complaints Team to support the Adult Social Care Statutory Complaints function.  We are looking for a member of staff who can join the this specialist team, responsible for managing a high volume of work that requires attention to detail and a high quality of written and oral communication.

The successful applicant will be responsible for liaising with internal Birmingham City Council colleagues, external agencies and citizens in order to process and acknowledge complaints. You will be required to have a customer service focus, the ability to solve problems, manage low level complaints, co-ordinate meetings including taking minutes, work on your own initiative and will be required to meet deadlines and working within statutory time frames.

Knowledge of Adults Social Care Services would be an advantage.

 

To provide a consistently high quality standard of technical support to the corporate complaints team to enable Birmingham City Council to respond effectively to all citizens who choose to make a complaint, comment or compliment.

This includes providing a first point of contact service and response to all citizens and council officers who contact the team.  In addition, you will be handling telephone calls, letters/post, emails, ensuring cover is maintained throughout business office hours, co-ordinating and hosting citizens/visitors to the service, taking minutes of meetings and processing all complaints in line with the statutory process and managing lower level complaints. You will also be required to use internal systems to produce ad-hoc comment, compliment and complaint reports as and when required.

LIstening Skills
Organisational Skills
Ability to work under pressure and to tight deadlines
Excellent communication skills with an eye for detail and accuracy

Excellent written and oral communication skills for producing letters, reports and case summaries of complaints for business purposes.

Ability to use proven expertise in grammar, punctuation to an exceptional standard in all activities undertaken.
Demonstrate the ability to organise and prioritise own workload within the boundaries set by senior staff and respond to planned and urgent deadlines as and when required.
Demonstrate a commitment to confidentiality and sensitivity and be able to work on own initiative or as part of a team as and when required.
Proven telephony skills when dealing with citizens who may call with complex complaints or in a distressed state.
Ability to use conflict resolution when required and where you find yourself in situations where this may arise.
Able to use negotiation and facilitation skills to resolve conflict/issues.
Ability to make recommendations using creativity and innovation in order to improve performance of the corporate complaints functions and its processes.
An ability to ensure a high level of accuracy to maintain, monitor and review record systems electronically and manually when required.
Ability to work within statutory and corporate service level agreements in a fast paced setting working on their own initiative as required.

Closing date: 23/08/2019

Shortlisting: 29/08/2019

Interviews: 04/09/2019

 

For informal enquiries, please contact:

Debbie Donohoe
Complaints Manager
Phone number 0121 303 5161
Email Address debbie.donohoe@birmingham.gov.uk

 

Right to work in the UK documentation will be fully checked for all applicants.  All non UK and non EU applicants are required to apply for a Certificate of Sponsorship from Birmingham City Council and must be approved by the UK Border Agency (UKBA) before any employment offer can be confirmed.

Supporting documents
FINAL Job Description Complaints Co-ordinator SENT TO JEQ APRIL 2019.doc

Company

Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city.

We welcome people from diverse and underrepresented communities and encourage applications from, those with caring responsibilities, Black, Asian and Minority Ethnic, neurodivergent, disabled and LGBT+ people. As part of our commitment to equality, diversity and inclusion, we are committed to promoting and supporting the physical and mental health of all our staff and removing barriers to improve inclusion.   We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.

Information for applicants with a disability

We are a proud Disability Confident Employer.  We encourage applicants to disclose disabilities, so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Please contact: 0121 675 7070 option 3 (lines open between 8.45am to 5.15pm Monday to Friday).

If you require an application in an alternative format, such as Braille or you are unable to complete an application form via WMJOBS, please contact bccHR@birmingham.gov.uk. When you have completed your application form this can be returned to bccHR@birmingham.gov.uk or for Braille applications these can be posted to, Recruitment Team, 2nd Floor, 10 Woodcock Street, B7 4BG.

The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. 

There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:

  • A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
  • An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
  • A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
  • A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
  • A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.

We see the Council’s role as providing strategic leadership – that’s being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making.

We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision.  We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.

Birmingham City Council is a Foundation Living wage employer - known as the Birmingham Living Wage. The Birmingham Living Wage, is determined by the Living Wage Foundation on an annual basis by the Centre of Research in Society Polity at Loughborough University. The current rate can be found at: www.livingwage.org.uk.

Living wage   small disability confident logo

Company info
Website
Telephone
0121 675 7070
Location
Birmingham City Council
Birmingham
West Midlands
B2 2XU
United Kingdom

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