Customer Experience Officer

• Job_description_-_Customer_Experience_Officer
• Employee_profile_-_Customer_Experience_Officer

Please visit our website for more details and to complete our online application form

Working hours: 37.5 hours per week (banking 30 minutes per week to be used towards the shut down between Christmas and New Year)

Harlow Council puts the needs of residents to be at the heart of everything we do. Through our Building Harlow’s Future Plan, we are driving a culture of continuous improvement, ensuring every mission delivers measurable results for residents. This includes delivering a holistic approach to customer services.

Complaints help us understand what isn’t working and what we can do better to ensure that every interaction is seamless, responsive, data driven and centred around the needs of our residents.

To support this, we require a Customer Experience Officer to provide a consistently high quality of customer service for all types of complaints and enquiries. The successful candidate will ensure effective complaint handling across the Council and liaise with services and customers to bring about resolutions to complaints.

Key responsibilities include:

• Monitoring and analysing Council-wide complaints, using systems and software to identify trends and improve service quality.
• Logging, tracking and coordinating responses to enquiries from councillors and MPs, ensuring timely and accurate responses.
• Investigating complaints, drafting high‑quality responses, and providing support to senior officers.
• Meeting customers face‑to‑face when required and arranging visits to ensure their concerns are resolved effectively.
• Administering and supporting compliance with the Council’s Complaints Procedure.
• Upholding equality, safeguarding, data protection, and health & safety responsibilities at all times.

You will have excellent customer service and complaint handling skills and the relevant experience to match. You will be able to look at cases independently and investigate specific issues raised to understand the root cause of complaints as well as providing a timely resolution focussed response. You will be able to work well to deadlines, adhering with timeframes set by the Housing Ombudsman Service and Local Government and Social Care Ombudsman.

If you think you are the person that we are looking for and if this is a role that interests you, we would love to hear from you.

For an informal discussion about this role, please contact Kim Taylor, Contact Harlow Manager, on 01279 446814

Harlow Council is committed to equal opportunities and welcomes applications from all sections of the community. We offer flexibility with purpose through our Dynamic Working approach. While office-based work is the norm, most full-time employees attend the workplace at least three days per week (pro rata).

We also support a range of flexible arrangements to help balance work and personal life and provide health and wellbeing initiatives and an employee assistance programme.

As a Disability Confident Employer, we guarantee an interview to disabled candidates who meet the Essential Criteria on the Employee Profile.