1 Year Fixed Term Contract/Secondment Opportunity. Weare seeking an individual with proven experience in providingexcellent service with a genuine desire to help customers. Thesuccessful candidate will be joining our expanding team within theParking Service as a Complaints Officer. In your role as aComplaints Officer, you will be responsible for delivering anexceptional experience to customers ensuring their questions andconcerns are adequately answered. As a Complaints Officer you willtake ownership of the complaint resolution from start to finish,fully investigating each complaint by liaising with the relevantdepartments to establish the root cause. You will be communicatingregularly with the customers throughout the complaint lifecycle anddelivering fair and consistent outcomes for all of our customerswithin our service level agreements. In addition, you will beresponsible for ensuring accurate recording, tracking andmonitoring of complaints through our complaints management system.The team prides itself on continually improving processes andprocedures to maximise customer satisfaction and efficiency. As aComplaints Officer you will play an important role in identifyingareas where service improvements can be made ensuring the bestpossible customer journey experience for each of our customers.You’ll be a real people person, with excellent written and verbalcommunication skills, and the ability to articulate empathy andrespect. Working to high levels of accuracy as you provide eachcustomer with a seamless and positive experience. You will also beconfident in using IT and be capable of helping customers toself-serve online. Previous experience of working in this area orin local government is not essential, but experience of working ina customer facing role is. Experience and personal attributes: - Agood understanding of what makes excellent customer service withexperience in a customer-facing role. - Experience of handlingcustomer enquiries and resolving complaints at the first point ofcontact. - Excellent customer service skills and the ability tocommunicate at a high level both verbally and in writing. -Proficient IT skills are essential (Gmail, Word, Excel orequivalent) as is with the ability to learn how to use new systemsas required. - Basic numeracy and literacy. - Able to takeresponsibility for your own contribution and that of the team. -Innovative mindset with a proactive approach to problem solving andmaking processes more efficient. - Strong organisational and timemanagement skills. - Proven ability to turn a difficult situationinto a positive outcome. There is no better place to work in Londonthan Hackney; we have great pride in our borough, our communities,and our services. Hackney is one of London’s most vibrant anddiverse boroughs. It’s one of the most sought-after areas to livein London with good schools, parks and local amenities, as well asgreat transport links and vibrant and diverse communities. If youwant to work in a place where you can represent our values, so weachieve the best for our residents, please click on the applybutton below. The recruitment process is anonymous. Therefore, wedo not accept supporting statements or CVs. When applying, therewill be a number of questions relating to the post on theapplication form. It is essential that you complete the applicationquestions, responding to each using examples of your skills,knowledge and experience. We will not accept applications whereArtificial Intelligence (AI) has been used to assist withcompleting the competency questions or any part of the applicationform. This application process replaces a supporting statement.Closing date for applications: 26 November 2024 (22:59). Interviewdate: W/c 09 December 2024. We are also working towards our vision,which is to be a place for everyone; where residents and staff canbe proud; a place that celebrates diversity and where everyone canfeel valued, included and involved. In order to achieve this, welook for people who are: Proud; Ambitious; Pioneering; Open;Proactive; Inclusive. Hackney Council works to eradicatediscrimination on the basis of age, disability, genderreassignment, marriage and civil partnership, pregnancy andmaternity, race, religion or belief, sex and sexual orientation. Wealso recognise that people can be disadvantaged by their social andeconomic circumstances, so we will also work to eliminatediscrimination and disadvantage caused by social class. We alsowelcome those interested in flexible working. We particularlywelcome applications from disabled people, as this group iscurrently under represented in our workforce. The Council has adedicated employment support service (Hackney Works), which offersHackney residents guidance in relation to applying for jobs. If youare thinking about applying for a job, please contact the HackneyWorks team to find out what support is available.