Description
Our local government clients in Westminster, London, are seeking a highly organised and customer-focused Customer Engagement Officer to join our Customer Engagement Team. This role plays a vital part in ensuring that residents, service users, and partners receive accurate guidance, timely responses, and high-quality support when raising complaints, enquiries, or requests for information. 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.
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 complaint 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 to ensure 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.
Qualifications – Essential
GCSE Grade (or equivalent) in English Language and Mathematics.
Level 4 qualification or equivalent level of experience
Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.
Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:
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
Compliance Requirements
3 Years References
Enhanced DBS & barred list check
Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.
Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace
