Customer Relations Officer

Customer Relations Officer

Job description

Do you have a strong customer focus, excellent organisational skills and the confidence to support people when they are dissatisfied with a service?

East Riding of Yorkshire Council's customer relations team is looking for a customer relations officer to support the handling of complaints relating to adult social care, children's social care and special educational needs and disabilities (SEND). The team manages statutory and corporate complaint processes, with a strong focus on timely resolution, accurate recording and learning from customer feedback.

You will often be the first point of contact for members of the public approaching the team. You will listen carefully, gather and assess relevant information, clarify the concerns being raised and provide clear, respectful and empathetic advice about what will happen next.

Working closely with colleagues across adult social care, children's social care, SEND and specialist services, you will help determine the appropriate route for each concern under the direction of senior officers and the customer relations manager. This may include supporting timely resolution through a local or service-request approach or progressing the matter through the appropriate statutory or corporate complaints procedure.

You will need to be comfortable working within relevant legislation, statutory guidance, council policies and established procedures. You should also be motivated by the opportunity to help people feel heard, support effective resolution and ensure that the council learns from feedback and continues to improve its services.

You will become part of an established and supportive customer relations team carrying out work that makes a meaningful difference to adults, children, young people and families.

If you are customer-focused, organised and interested in making a difference to improve people's experience of council services, we would like to hear from you.