Medway Council’s Customer Relations Team are seeking a motivated Team Leader to help the team to achieve successful resolution to all customer complaints, which will include the production of high-quality written responses, offering appropriate remedies and maintaining excellent timeliness performance.
Reporting to the Customer Relations Manager, you will lead a small but effective team of Customer Relations Officers and Investigation Officers, ensuring that complaints, comments and compliments for the whole council are properly processed and monitored and responded to within deadlines and in line with relevant policies and legislation.
You will have excellent customer care skills as you will be required to engage with members of the public who may be upset or angry, sometimes by telephone or in person. You will need to be able to work confidently and calmly under pressure, manage difficult conversations and communicate fluently in written and spoken English.
You’ll work closely with the complaints manager for social care to ensure that adult and children’s’ social care complaints are dealt with appropriately and you will support them to appoint independent people who will conduct escalated levels of social care complaints.
You will liaise professionally with external bodies, such as the Local Government and Social Care Ombudsman, complying with their enquiries and working strictly within their policies.
You’ll use your skills to apply excellent complaint handling knowledge across the organisation, communicating and collaborating with senior managers to bring complaint resolutions to a satisfactory end.
You’ll have an extensive track record of leading and motivating teams and individuals, managing performance, and developing staff to reach their full potential.
You will be highly organised and be able to prioritise and plan your workload to meet heavy and conflicting work demands, using a range of IT applications such as Microsoft Word, Outlook and Teams, as well as bespoke systems, to manage the daily tasks. You’ll have a practical experience of Excel as you will produce complaints and compliments data.
In return we offer you:
- Generous annual leave entitlement
- Generous local government pension scheme package
- Access to wider training and development qualifications
- Flexible working scheme
- Travel plan discounts
- Car Benefit Scheme from Tusker
- Access to CAREFIRST advice & counselling service
- Employee discount scheme for national and local retailers
- The Government has introduced new ways of supporting parents with childcare costs. Further details are available here: - https://www.childcarechoices.gov.uk/
Medway is a unitary authority in the South East of England, made up of the towns of Strood, Rochester, Chatham, Gillingham and Rainham and more rural areas, including the Hoo Peninsula.
Situated in Kent in the South-East of England, the area has plenty of green spaces, excellent facilities and easy access to the national motorway and rail networks, facilitating superb transport links to London.
We provide all local Government services for a quarter of a million people, looking after education, environment, social care, housing, planning, business and much more - everything from frontline services such as rubbish collection and events like the Dickens Festival to work that goes on behind the scenes to ensure services in Medway run smoothly and cost effectively.
Working at Medway Council means that you get to be part of this journey working alongside talented, professional colleagues to drive forward change to transform the lives of our residents and the communities they live in.
For an informal discussion, please contact Michele Pink on 01634 333055 or Tina Larby on 01634 332761.
Interviews will take place from 15 to 17 December 2021.
Interviews are likely to be held virtually via Microsoft Teams. Full details on how this will work will be sent to you, if your application is successfully shortlisted.
Applicants must be able to demonstrate all essential requirements as listed in the job profile
Equal Opportunities Commitment Statement
Medway Council is committed to creating an inclusive work environment with a diverse workforce. All appropriately qualified candidates will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age
For further information please refer to the Medway information pack available as a download or to view online
Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.
Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.
We reserve the right to close this vacancy at any time prior to the closing date.
How to Apply
Please be advised that we only accept online applications submitted through JobsGoPublic ATS
If you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted.
All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email, if you require documentation/correspondence in different format such as braille or large print, please contact the Resourcing Team on 01634 332878.