Complaints Officer - Highways and Building Control

We are seeking a highly competent individual with very good literacy skills and a professional attitude to work to join the Quality Assurance team. Core tasks will be to carry out the day-to-day administration of dealing with Complaints across a range of disciplines. The individual will be expected to lead in the development, implementation and continuous improvement of systems and procedures in order to deal with Complaints. As well as review, develop and continuously improve processes and procedures to achieve better and more efficient ways of working and optimise quality output. They will be receiving Complaints related to Building Control, Transport Strategy and Engineering Service. The postholder will also look at the business requirements and work proactively to support better use of data in decision making and development., The individual will respond to high volumes of correspondence and complaints ensuring that appropriate items are logged for tracking. The Council has moved to a system called Fix My Street and so they will need to be conversant with this and ensure the responses are completed and closed off in a timely manner.

The postholder will collaborate with the Head of Service and other team managers to ensure that complaints/defects are dealt with as efficiently as possible and must have a keen eye to pick up any anomalies and report these to the appropriate sections of the business for resolution.

The individual will liaise with other sections, contractors and sub-contractors, departments, divisions, and members of the public as required.

The successful candidate will also be required to prepare reports for data submissions such as Freedom of Information requests (FOI) and preparation of status reports for the weekly meetings with the Head of Service or Quality Assurance manager.

Experience of dealing with Complaints previously.

Good understanding of Customer care principles.

Good understanding of IT and software packages in the Highways industry.

At least 3 years' experience of good office practice.

Local government knowledge.