Customer Services Officer

We're looking for an experienced Customer Services professional to join our Customer Services team who are responsible for building a customer-focused culture within North Somerset Council.

This is a senior role where you will take the lead on customer service issues within the council. We have oversight of all complaints and feeback received by the council, including social services. The team are responsible for developing and evolving customer service strategies, policies and procedures, and promoting excellent customer service across the council. The team manage escalated complaints on behalf of the Chief Executive, Councillors, MPs and build a relationship with the Local Government and Social Care Ombudsman. We also develop training courses and deliver training to the organisation to raise standards.

Key responsibilities:

- Dealing with escalated customer complaints and feedback, ensuring that issues are resolved satisfactorily using our case management system.

- Taking a lead role in the resolution of customer complaints received by the Chief Executive, Councillors and MPs, and analysing and presenting customer service information and data.

- Building and maintaining a good relationship with the Local Government and Social Care Ombudsman, responding to their requests quickly and efficiently.

- Promoting excellent standards of customer care across the council, through engagement with and providing advice to officers.

- Development and delivery of training designed to improve the customer experience.

- Recording and monitoring customer feedback and overseeing the wider recording and monitoring of complaints in all directorates.

Work style.

At North Somerset Council, we offer a hybrid working environment based on four distinct work styles. Depending on the role and personal circumstances, you will fall into one of these categories. However, please note that during the induction period, it may be necessary to spend more time in the office to support your learning and development. We are flexible and open to discussions about your preferred working style, and if you wish to be in the office more frequently, this can be negotiated.

This role falls into the category of Mobile/Field Worker which means you can expect to work in the following way:

- 0-1 day in the office.

- Includes field workers who primarily work remotely.

- Comes into the office for meetings or focused work. Virtual connections with the team are essential, with portable technology supporting work on the go.

What we offer.

At North Somerset Council, we value our employees and provide a supportive and inclusive work environment.

North Somerset Council is committed to providing high-quality services to our community. We are committed to creating a fair, green, and more inclusive environment for all our residents. Join us and contribute to making a positive impact on our community.

Competitive salary and benefits.

- Flexible working arrangements.

- Local Government Pension.

- Opportunities for professional development.

- Inclusive Staff groups including Carers, Disabled, LGBTQ+, REACH (Race, Ethnicity, and Cultural Heritage), and Young Staff Forums.

- Opportunity to purchase up to an additional 10 days annual leave each year.

- Dedicated in house Wellbeing Team.

- Salary sacrifice Cycle to Work and Electric Vehicle schemes.

Further details of our excellent rewards package can be found in our Benefits booklet.