Job Information
About the role
This is an exciting time to be joining the Client Relations Team as the Council are in the process of launching a new I-Casework system to manage all service user feedback received in the form of complaints and compliments and manage the Council’s Information Governance response to GDPR requirements (FOI/EIR/SAR). The team will be involved in developing this system and providing training on its functionality across the Council. Client Relations is an extremely supportive, collaborative team where effective communication is essential, commitment to providing a quality service is expected and new ideas for improvements are welcomed.
Day to day, the CRAs communicate with service users or their representatives, who for many reasons may wish to seek advice in relation to procedures or provide feedback to the department. The CRA will then process the information in accordance with set out procedures such as Corporate Feedback or the statutory Adult or Children’s Social Care statutory complaint procedures (The Children Act 1989 Representations Procedure (England) Regulations 2006 or Local Authority Social Services and National Health Service Complaints (England) Regulations 2009) liaising with relevant internal and external officers to have any formal complaints investigated and responded to accordingly.
CRAs also undertake vital work on the collation, preparation and redaction of social care records to share in an appropriate manner with a Data Subject who may be a current or former service user with Children’s Social Care.
Requirements
Good general education demonstrating numeracy and literacy; or NVQ Level 2 or equivalent in a business related discipline
A flexible approach to working demands
Excellent understanding of administration needs in a customer service environment.
Working knowledge of adult social care and children’s services procedures would be beneficial.
IT skills on Microsoft Office.
You will need to prove your right to work in the UK to NCC before you start working for us.
Please note that this is a full-time position but applications on a secondment or part-time basis would be considered for the right applicant.
Location and salary
Based at County Hall, Morpeth (may be an opportunity for home working)
Band 4 (£22,369- £24,054)
Full-time (37 hours)
Benefits of joining NCC’s Staff Bank include:
Flexible contract – work and earn alongside your current commitments
Career opportunities - Build and increase your employability and professional network with the opportunity to gain fixed term and permanent contracts.
Try different roles within the organisation to find your fit.
Develop new skills and enhance current expertise to help supplement your career.
Where we receive a high volume of applications for a post, we may bring the closing date forward. You are therefore advised to submit your completed application as early as possible to avoid disappointment.
The Staff Bank is managed by the Temporary Staffing Team, who you can contact via temporarystaffing@northumberland.gov.uk. You will be subject to Northumberland County Council's pre-employment checking process which includes a minimum of 2 references covering the past 3 years, health clearance and proof of right to work in the UK and depending on the assignment you may be required to undertake a DBS check.
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.
For guidance on completing your application and for information about our Equality and Diversity principles, please see the attached guidance notes here
Alternative application format:
British Sign Language: northumberlandcc-cs.signvideo.net
For those with speech difficulties or hearing loss: Text relay service dial 018001 01670 623930
