Complaints Lead

We are seeking to appoint a Complaints Lead on a permanent basis to join our existing Customer Relations Team, based at the Civic Centre. Following a restructure of the team, this is a newly created role which will be accountable for leading the transformation on corporate complaints and compliments across the council. Working within the Customer Relations Team, you will oversee customer complaints from receipt through to resolution in line with statutory and corporate guidelines.

• You will be a highly motivated and committed manager, with experience of leading a busy customer services environment.
• You will possess excellent communication, organisational and IT skills; and be able to work collaboratively with a wide range of stakeholders to drive transformational change.
• You will enjoy talking to customers and possess an innate ability to empathise with them when handling complaints.
  
  Benefits of working for Newcastle City Council include:
• Flexible working options
• Full Induction and access to a wide range of training, learning and development opportunities.
• 25 days Annual Leave (rising up to 29 days after 5 years' service) plus bank holidays
• Access to Local Government Pension Scheme with the option of making additional contributions.
• Access to a salary sacrifice car lease and home electronics scheme.
• Full employee support package including access to a free confidential Health Assured, Employee Assistance Program.
• Staff offers and discounts including discounts on travel passes and leisure