CRA GROUP LIMITED
Location
Slough, Berkshire | United Kingdom
Job description
3 months contract with a Berkshire based Local Authority
Key Duties/Accountabilities:
· Providing effective administrative support including logging council wide Complaints, Member (Councillor) casework and queries received directly from Members of Parliament.
· Ensure departments respond appropriately within the required timescales and include learning, and that actions are taken to prevent escalation and re-occurrence of cases dealt with.
· Establish a network of key contacts across the council in order to ensure timely responses and resolutions for complaints and members casework.
· To be a point of contact to receive, log and acknowledge stage 1, 2 complaints, enquiries from Members and queries from our local MP.
· Provide advice on the complaints process when asked by the general public, members and officers.
· To liaise with Members regarding casework submitted on behalf of their constituents.
· Promoting the benefits of great customer service and early intervention.
· Coordinate joint responses where a case requires input from more than one department.
· Problem solving and establishing workable solutions to complex complaints or caseworks ensuring that all cases are processed in a fair and timely manner.
· Review the quality of replies and ensure that any learning points are identified and actioned.
· Advising staff on the need for process, policy, and service improvement where appropriate.
· To utilise our in-house system to log cases and predominantly use Outlook.
Additional information to note:
· Hybrid working arrangements (2 days per week are required in the offices).
The closing date for this position is Thursday 14/03/2024.
Job tags
Salary
£17.88 per hour
