Complaints Officer (Operations)

A local authority is delighted to be advertising the role of Complaints Coordinator. Due to the nature of this role, the successful candidate will be required to work on-site, 5 days per week. The Opportunity: The postholder will lead the management of complaints within Operations as part of the new waste and recycling collection service. Role Accountabilities: Investigate and respond to Stage 1 Operations complaints and resolve them at the earliest opportunity and within the required timescale. To acquire relevant and accurate information internally to respond to residents and ensure that all issues raised by the complainant are addressed with reference to any relevant policies and good practice where appropriate. Proactively work with the Waste Team, Waste Minimisation and Sustainability team, and all Mangers to ensure that relevant and accurate information is collated to support complaint responses. Promote a positive complaint handling culture across Operations, raising awareness of all relevant policies and providing refresher complaints management training to teams as and when appropriate. Provide administrative support to Operations where required. Record all complaints received on a complaints database, together with all relevant documentation. Provide and coordinate reasonable assistance to customers who are vulnerable and who may have support needs. Monitor and analyse customer satisfaction across the service, making recommendations for service improvements and ..... full job details .....