Customer & Member Escalation Co-Ordinator (RP0086)

Customer and Member Casework Co-Ordinator
(RP0086)

Starting salary £30,105pa with potential progression to £33,043pa on achieving designated skills and experience (pay award pending)

37 hours per week (hybrid working)

Welwyn Hatfield Council has an exciting opportunity to join our expanding Customer Service and Transformation team as a Customer and Member Casework Co-ordinator.

This key new role will support the council in transforming our approach to Customer Services. You will be responsible for overseeing the day-to-day coordination of customer complaints, Ombudsman cases, Member and MP enquiries across the Council.

Do you have experience in complaint handling and working in a customer service environment?

Do you have strong planning and organising skills to ensure priorities are met?

Are you resilient with the ability to work under pressure and to tight timelines?

If so, this role is perfect for you!

You will need a problem-solving mind-set, with a desire to drive improvements, ensure continued high levels of performance using management data and to deliver the values and behaviours set out by the council.

It’s an exciting time to join the team at Welwyn Hatfield as we are on a journey of transforming our services to the customer with the aim of improving the lives of everyone who lives and works in the Borough.

Along with a supportive working environment, those joining Welwyn Hatfield will discover a place in which their careers can truly thrive, and your hard work will be properly rewarded.

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential in this post.

Closing date for applications is 1 October 2023.

Remotes assessments will be held on 5 October 2023.

Interviews will be held on 10 and 11 October 2023.