Customer Resolution Officer

As a council we pride ourselves in being an inclusive employer where a people-centred culture is at the forefront of supporting our people’s well-being, motivation, and productivity.  We understand the importance of flexibility and we offer a range of flexible working patterns to aid a work life balance that accommodates individual needs. 

As a modern employer we actively remove the barriers to employment.  Whether you are looking for a part-time opportunity, a working parent or carer, living with a disability or long-term health condition, we welcome and value your application to join our team.

We are looking for a motivated, enthusiastic, and committed Customer Resolution Officer to join our team providing a comprehensive complaints service to deliver the very best outcomes for the people of Barnsley.

As a Customer Resolution Officer you will:

·        Work directly with our customers in the resolution of their complaints. This can be face to face, by telephone, and in writing.

·        Hold your own caseload of complaint cases and manage these in line with the statutory regulations for adult and children’s social care complaints and the council’s complaints processes and procedures.

·        Provide advice and guidance to colleagues on complaint case management, statutory regulations for adult and children’s social care complaints, and council processes and procedures. This can include speaking with colleagues across all council services and at all levels, council partner organisations, the Ombudsman’s office, advocates, Councillors and MP’s office. We handle a variety of cases across all council services so you will have the opportunity to grow your knowledge and experience.

The experience required for the Customer Resolution Officer role is:

·        In working in a complaints management environment where you’ve had to analyse, review, and communicate complex information and present this in a format suitable to the intended audience.

·        Level 3 qualification or equivalent in a related area.

The Customer Resolution Officer joining the team will enjoy the following benefits:

·        Supportive environment with opportunities for training and development

·        Local government pension scheme, including the option to contribute to an Additional Voluntary Contribution Scheme

·        Flexible and hybrid working

·        Generous annual leave allowance, increasing with length of service and an additional 5 discretionary days used for Christmas shutdown

·        Flexi time and use of up to 5 banked flexi days per year

·        Salary sacrifice scheme for extra annual leave, cycle to work, home electronics, and childcare vouchers

·        Discounts on car parking, rail travel, eating out, leisure attractions and gym membership

·        Family friendly policies including; excellent maternity, paternity, and adoption entitlements