Customer First Officer
Customer Service

Commissioning & Partnership Team at Unity House
Civic Centre Campus
Swinton
M27 5FJ

Customer First Officer
Working Hours: 36 hours per week
Grade: 4B - £35,934-£38,813
Contract Type: Permanent

The post holder currently manages a busy complaints, comments and compliments service with support from an Assistant Customer First Officer and admin staff. They are planning on retiring in March 2020 so we are keen to appoint a replacement at the earliest opportunity to enable a smooth hand over of the service and to ensure our statutory duties are maintained.

The post holder is responsible for:
• Leading and managing all aspects of the Customer First service, including a Statutory Social Care Complaints System and a system for Corporate Complaints in relation to Children’s Services.
• Ensuring statutory time frames are applied
• Quality assuring all response letters
• Ensuring robust systems are in place to record all complaints, comments and compliments
• Reporting on a regular basis to Senior Management.
• Providing training to staff and
• Reviewing policy and procedure and ensuring any learning from complaints takes place.

Candidates need to have:
• Excellent communication and interpersonal skills.
• A good command of English language with attention to grammar and detail.
• Resilience when dealing with distressed and sometimes difficult customers.
• Ability to be assertive with senior colleagues in Children’s Services.
• An ability to work under pressure with competing demands and priorities.
• Ability to manage own workload and that of staff.

Ideally Candidates will have previous supervisory experience 

Job Description.docx
Person Specification.doc

Closing Date: 4th August 2019 at 23:59

About your development
At Salford we’re serious about helping people grow. From day one you’ll have access to professional development to help you to get on and succeed in your new role this will include an immediate opportunity to gain one of the following qualifications;

       or

 

You will be welcomed into a friendly environment and have the opportunity to work and grow in a values based organisation where people are at the heart of everything we do. We promote a positive permission culture, empowering you to make a difference. Your opinions matter to us and you will have the opportunity to shape how we do things through our Salford 100 employee group and our employee led redesign approach. Your work-life balance and wellbeing are important to us so you will have access to a range of benefits including flexible working, green travel, pension and salary sacrifice schemes. In addition to this we offer a range of health and wellbeing options to suit your needs. Find out more about our benefits package here https://greater.jobs/sss/salford-city-council/leadingsalford/

Continuous service commitment - new employees can now keep their service related benefits when moving between a whole host of public sector organisations within Greater Manchester these include: Councils, NHS, Greater Manchester Fire and Rescue, Transport for Greater Manchester as well as many others.

Please be aware that this post is subject to a Disclosure and Barring Service (DBS) check and that you will be required to meet the cost of the DBS check – currently £44.00. The payment for this will be deducted from your first four months’ salary payments at a rate of £11.00 per month. If you do not commence employment for any reason but the DBS has been processed, you will be sent an invoice for the payment of £44.00.

Our core data protection obligations and commitments are set out in the council’s primary Recruitment and Employment Privacy Notice which can be found at https://www.salford.gov.uk/gdpr.

Location
Salford Civic Centre
Vacancy Description
 
Commissioning & Partnership Team at Unity House
Civic Centre Campus
Swinton
M27 5FJ

Customer First Officer
Working Hours: 36 hours per week
Grade: 4B - £35,934-£38,813
Contract Type: Permanent

The post holder currently manages a busy complaints, comments and compliments service with support from an Assistant Customer First Officer and admin staff. They are planning on retiring in March 2020 so we are keen to appoint a replacement at the earliest opportunity to enable a smooth hand over of the service and to ensure our statutory duties are maintained.

The post holder is responsible for:
• Leading and managing all aspects of the Customer First service, including a Statutory Social Care Complaints System and a system for Corporate Complaints in relation to Children’s Services.
• Ensuring statutory time frames are applied
• Quality assuring all response letters
• Ensuring robust systems are in place to record all complaints, comments and compliments
• Reporting on a regular basis to Senior Management.
• Providing training to staff and
• Reviewing policy and procedure and ensuring any learning from complaints takes place.

Candidates need to have:
• Excellent communication and interpersonal skills.
• A good command of English language with attention to grammar and detail.
• Resilience when dealing with distressed and sometimes difficult customers.
• Ability to be assertive with senior colleagues in Children’s Services.
• An ability to work under pressure with competing demands and priorities.
• Ability to manage own workload and that of staff.

Ideally Candidates will have previous supervisory experience 

Job Description.docx
Person Specification.doc

Closing Date: 4th August 2019 at 23:59

About your development
At Salford we’re serious about helping people grow. From day one you’ll have access to professional development to help you to get on and succeed in your new role this will include an immediate opportunity to gain one of the following qualifications;

       or

 

You will be welcomed into a friendly environment and have the opportunity to work and grow in a values based organisation where people are at the heart of everything we do. We promote a positive permission culture, empowering you to make a difference. Your opinions matter to us and you will have the opportunity to shape how we do things through our Salford 100 employee group and our employee led redesign approach. Your work-life balance and wellbeing are important to us so you will have access to a range of benefits including flexible working, green travel, pension and salary sacrifice schemes. In addition to this we offer a range of health and wellbeing options to suit your needs. Find out more about our benefits package here https://greater.jobs/sss/salford-city-council/leadingsalford/

Continuous service commitment - new employees can now keep their service related benefits when moving between a whole host of public sector organisations within Greater Manchester these include: Councils, NHS, Greater Manchester Fire and Rescue, Transport for Greater Manchester as well as many others.

Please be aware that this post is subject to a Disclosure and Barring Service (DBS) check and that you will be required to meet the cost of the DBS check – currently £44.00. The payment for this will be deducted from your first four months’ salary payments at a rate of £11.00 per month. If you do not commence employment for any reason but the DBS has been processed, you will be sent an invoice for the payment of £44.00.

Our core data protection obligations and commitments are set out in the council’s primary Recruitment and Employment Privacy Notice which can be found at https://www.salford.gov.uk/gdpr.