Complaints Co-ordinator

Expiring today

10 Woodcock Street
£20,344 - £26,317
02 Aug 2019
24 Aug 2019
Job Ref
Job Type
Customer service
Contract Type
Working Pattern


18 month secondment opportunity / Fixed Term contract

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  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


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

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