Main Responsibility
We are looking for an enthusiastic individual with a flexible approach to join a busy frontline service which provides advice and guidance to residents wishing to access statutory and corporate complaints procedures.
As the first point of contact, the successful candidate will be able to demonstrate excellent verbal skills with the ability to handle difficult and sensitive situations calmly and in a professional manner. You will need to be able to work under your own initiative with the ability to prioritise competing work demands.
Your role will entail the management of a bespoke database where all new complaints and enquiries are to be inputted and you will be accessing electronic filing systems to obtain key information so that a screening assessment process can be completed in respect of all complaints received into the service. A working knowledge of Care Director (Children’s and Adults) and TRIM would be beneficial.
You will also be responsible for facilitating enquiries received from MPs and liaising with senior management across the service to ensure responses to these are actioned in a timely manner and produced to a high standard.
Given the volume of complaints and MP enquiries, you will be required to monitor and track these through to completion, to ensure responses are prepared within the published timescales by keeping in regular communication with officers across the service. The successful candidate should have the ability to work in fast paced environment and be confident in managing their workload.
Working as part of a Team which covers all services across the County Council, you will develop skills and knowledge from various departments and gain valuable insight into a number of different policies and procedures.
The Ideal Candidate
- Proven administrative skills and experience to support the function of the Complaints Team. You will have the ability to deal with incoming telephone and email communication, containing complex and sensitive information.
- Ability and experience in IT systems for data inputting and digital filing systems with the confidence to adapt and learn to navigate new systems.
- Excellent organisational skills with the ability to monitor and track through processes to completion within a prescribed timescale, chasing officers for updates where necessary.
- Experience in complying with relevant GDPR, Data Security and Privacy policies.
- A team player who is happy to manage their own workload, but offer to support to other staff where this is necessary.
- For more information about the role, please feel free to contact Elaine Hemming - Complaints Officer for Children and Families Services via 01785 278601 or elaine.hemming@staffordshire.gov.uk
Package Description
A permanent and exciting opportunity has arisen for a Business Support Officer within the Council’s Complaints Team. We are looking to recruit a full time Business Support Officer, the role is 37 hours per week, working Monday to Friday. There is an expectation that you will be both office and home working, by local agreement and business needs.
About Staffordshire County Council
We are no ordinary county council:
Our Values:
The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.
Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:
We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.
We look forward and race ahead - that goes for your career too.
Our benefits:
We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.
In addition to your salary, as a member of staff, you will have access to a range of benefits.
Our recruitment process:
As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.
Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities
As part of our commitment as a Disability Confident employer, a Silver Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.
