Customer Relationship Officer

Kensington and Chelsea, London (Greater)
£31,434 - £34,986 per annum
26 Oct 2020
08 Nov 2020
Job role
Contract Type
Full time

About Us:

While many of our residents are flourishing in our borough, others need a little more support – and that is where our Adult Social Care and Public Health team come in.  

Working alongside colleagues in Westminster City Council, we have formed a Bi-Borough partnership which supports the sharing of facilities and expertise – this allows us to provide joined-up health and social care services that are constantly evolving and improving.

With both boroughs ranked as having some of the best adult social care services in the country, we intend to maintain these high standards, supporting people to stay close to their communities and homes, and outside of acute and institutional care where it is appropriate.  We help our community to be as independent as possible, and we have a clear focus on early intervention.

If you have the drive, determination and vision to make a positive impact on our residents’ lives, please take a look at our vacancies below

The Role:

This post is based in the Business Analysis and Customer Relationship Team within the Adult Social Care shared service covering the two London Boroughs of: Westminster City Council and The Royal Borough of Kensington and Chelsea.

This post is a key role in supporting the smooth operation of the Team. You will log and help support the management of complaints and customer feedback to ensure that it feeds into service improvements and future service design.

The post holder’s location will be at Westminster City Hall with frequent travel to Kensington Town Hall.

For further information please refer to the Job Description 

About You:

You will need to have demonstrable knowledge and experience of delivering good customer care and ideally public sector complaints procedures.  You will also need sound communication and interpersonal skills to work with a variety of stakeholders.  You will need to be organised, have good written and IT skills and be able to prioritise a varied workload.

You will be a strong communicator, problem solver and team player. With the ability to quickly build relationships and work with colleagues at a senior level and be able to communicate verbally and in writing through formal responses, report and presentations.

Role Requirements:

  • To act as a first point of contact for anyone with any queries about the procedure for making complaints.
  • To communicate sensitively with telephone callers and visitors, providing information and advice on the complaints procedure and ensuring that all relevant contacts are followed through and referred on appropriately.
  • Prepare statements containing accurate accounts of any complaints all the while ensuring representatives and residents.
  • Ensuring all and promoting high levels of customer care.
  • Accurately and securely screening, processing and recording all feedback, complaints, comments, and compliments on a dedicated computer system for both local authorities.
  • To be responsible for managing all data confidentially and sensitively received from customers, their correspondence is assigned to the correct Local Authority and respective operational service to investigate and respond to the concerns raised.
  • To assist with assessing levels of risk and advising Manager of any implications for the complainant and the Council.
  • To support managers and senior officers in meeting deadlines, including by producing and circulating regular outstanding complaint reports/reminders
  • To identify learning from complaints that can be transformed into service improvements.
  • To lead on appointing, maintaining and working with Independent Investigating Officers, if and when required.
  • To work closely with each Borough’s Legal Team, Information Governance Team and Corporate Complaints Team in dealing with complex cases.
  • To communicate effectively with managers and staff to advise them on appropriate methods to resolve complaints.
  • To coordinate any responses for complaints investigations made to the department by the Local Government and Social Care Ombudsman.
  • To work with care providing agencies acting on behalf of the Local Authority to ensure any complaints of dissatisfaction are resolved effectively and in line with procedures.
  • To support the data entry and collation aspect of the adult social care service user and carers statutory surveys and any other customer surveys, this includes supporting customers on the telephone with queries around completing the survey.
  • To contribute to work with partner agencies, including health and housing, in delivering effective customer feedback processes.
  • To log all Member Enquiries for RBKC and WCC ensuring they are passed to the correct team for a response and are responded to within the 5 working day timescale.
  • Logging and maintaining Freedom of Information request log/database for the ASC Department and making sure the requested information is collated and provided in line with the agreed guidance and timescales.
  • To support the preparation of statistical and qualitative information and reporting on statutory complaints and customer feedback.
  • To understand the safeguarding vulnerable adult’s policy and practice and to liaise with Quality Assurance and Safeguarding colleagues, as necessary.
  • To understand and keep abreast of statutory guidance regarding social care complaints in order to deliver the service in line with best practice.
  • To positively promote the principles of the Council’s Equal Opportunities Policy in all aspects of work practices. Undertake and contribute to work ensuring that equalities duties and responsibilities are met.
  • To undertake any other duties of a similar level of responsibility as may be required.

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

Additional information

RBKC is currently inclusively reviewing its pay, reward and benefits framework.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.