Location: Newham (Initially office-based, with potential for hybrid working)
Rate: £22.79
Term: 3 - 6 months
Our client is seeking a dedicated and proactive Resolution Lead Officer to join their team, focusing on Environment & Sustainable Transport services. This role is pivotal in managing and resolving complaints, ensuring residents receive timely and customer-focused responses.
Key Responsibilities:
Investigate and manage Stage 1 complaints and service requests related to various environmental services, including street cleansing, waste collection, and parks management.
Conduct thorough investigations, liaising with operational teams and using evidence to produce clear, professional responses.
Triage incoming complaints and ensure they are directed to the appropriate service areas.
Monitor and manage a varied caseload, maintaining compliance with corporate deadlines.
Collaborate with service managers to respond to Member and MP enquiries in a comprehensive and timely manner.
Identify trends and root causes from complaints to support service improvements.
Essential Experience:
Proven experience in handling customer complaints and escalations within a local authority or public sector.
Strong investigative skills with the ability to produce detailed written responses.
Experienced in managing high-volume, complex caseloads while meeting deadlines.Desirable skills:
Previous experience using Microsoft Dynamics case management systems.
Previous experience working within Local Authorities .
Experience working within Environment, Waste, Street Cleansing, Housing, Parks or related council services.
Experience handling Ombudsman enquiries or escalated complaints.
This exciting opportunity not only allows for professional growth but also offers a chance to make a real impact in the community. If you are committed to continuous improvement and service excellence, this role is for you!
For further details and to apply, please submit your CV and cover letter. Don't miss the chance to contribute to meaningful change in the community!
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Salary description
£22.79 - £22.79 per hour