Customer Engagement Officer
Westminster
Contract
£22.86 per hour PAYE or £29.84 per hour limited paid via umbrella company inside IR35
Our client is looking for an experienced Customer Engagement Officer
We have a number of opportunities we are recruiting for visit our website for more details colbernlimited co uk
You will act as a first point of contact for complaints-related queries, handle confidential information with care, and ensure all correspondence is accurately logged, assigned and monitored. Your work will support the smooth running of statutory complaint processes, Member Enquiries and Freedom of Information requests across Adult Social Care.
This is a key role for ensuring transparency, accountability and excellent customer experience within the Council.
Key Responsibilities
Act as the first point of contact for anyone seeking information or support on how to make a complaint
Communicate sensitively with callers and visitors, providing clear advice on the Council’s complaints procedures
Manage all customer information confidentially and in line with data protection requirements
Ensure all correspondence is correctly allocated to the relevant Local Authority and operational team for investigation and response
Log and process Member Enquiries for RBKC and Westminster City Council, ensuring responses are provided within the required five-day timeframe
Maintain the Freedom of Information (FOI) log for the Adult Social Care Department, ensuring requests are tracked, information is collated, and deadlines are met
Strong written and verbal communication skills
Excellent customer service and interpersonal skills
Proficient user of Microsoft Office (Excel, Word, Outlook, Teams)
Proven ability to maintain accurate information systems for logging and retrieving records
Able to handle sensitive and confidential information securely and professionally
Strong attention to detail and commitment to delivering high-quality work
Able to build effective working relationships at all levels and demonstrate confidence when influencing stakeholders
Outcomes-focused and solution-oriented approach
Experience using Netcall, Mosaic or iCasework
Understanding of Adult Social Care
Awareness of statutory complaints legislation
Demonstrates excellent customer care skills
Works with accuracy, diligence and a high level of attention to detail
Can engage confidently and build trust with colleagues and service users
Is proactive, adaptable and committed to improving the customer experience
Can manage competing priorities while maintaining high standards
PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer
