Job Information
ROLE OF THE JOB
Client Relations is part of a developing wider Corporate Feedback Service. This is an extremely supportive, collaborative team where effective communication is essential, commitment to providing a quality customer service is expected and new ideas for service improvements are welcomed.
We have a vacancy for an enthusiastic and motivated individual to join the team as a Client Relations Assistant (CRA).
The primary purpose of the role is 2-fold:
· Processing feedback received from service users or their representatives, regarding Adult Social Care and Children’s Services, in accordance with both statutory and non-statutory defined processes. This feedback takes the form of complaints, compliments, elected member and executive enquiries.
· Processing Data Subject Access Requests in line with GDPR requirements for the Children’s Social Care Service.
The successful applicant will be one of 4 CRAs who provide support to two complaint managers; one who specialises in Adult Social Care and one who specialises in Children’s Services; a Senior Complaints Co-ordinator and a SAR Social Worker. The Team work cohesively with internal council officers and external agencies, such as
Schools, NHS, Ombudsman Services and others, with the ultimate aim of resolving customer concerns.
This is an exciting time to be joining the Client Relations Team. We have implemented several new initiatives and are exploring new ways of working. We always value staff input and encourage new ideas. The Council have recently launched the new I-Casework system to manage all service user feedback; manage the Council’s
Information Governance response to GDPR requirements (FOI/EIR/SAR) and provide improved quality data in relation to feedback across the Council. The team will be involved in the continual development and improvement of this system.
The team are based at County Hall, Morpeth but there may also be some opportunity for home working.
· Based at County Hall, Morpeth (may be an opportunity for home working)
· Band 4 (£24,294-£25,979)
· Full-time (37 hours) permanent contract (on successful completion of probationary period)
· Flexi-time
NCC INFO AND BENEFITS
Why choose us?
We have some outstanding benefits to offer you, including:
-26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
-Automatic enrolment into the Local Government Pension Scheme
-Flexi scheme (if applicable) – up to 2 days flexible leave available per month (pro rata for part-time employees)
-Local government discount schemes available to all employees with offers at local businesses along with various national brands
-Commitment to work/life balance offering flexibility through various schemes including job sharing, flexible working, term-time only, and compressed hours
-A range of salary sacrifice schemes are available
Staff networks - run by staff, for staff, providing opportunities for peer networking, mutual support, staff development e.g. Apprenticeship, Armed Forces, ASD, Enable (disability), LGBT+, Menopause, Mental Wellbeing, Racial Equality
Further information
Please note that this is a permanent position but applications on a secondment or part-time basis would be considered for the right applicant.
For guidance on completing your application and for information about our Equality and Diversity principles, please see the attached guidance notes here.
We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you wish to notify us of your eligibility for this scheme, please email hrrecruitment@northumberland.gov.uk or ring 01670 623930 with your name and the job title you have applied for and one of the recruitment team will ensure this is factored into the shortlisting process and kept anonymous. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post.
