Job Information
ROLE OF THE JOB
Are you ready to make a significant impact? We seek a Senior Complaint Coordinator to join our team during remarkable change and growth. In this role, you will manage the receipt, handling, and resolution of complex complaints and inquiries, ensuring compliance with local, national, and statutory standards.
You will also support our Complaint Manager in cultivating a culture of continuous improvement and learning. Your expertise will be essential in implementing innovative changes that enhance our complaint-handling processes and customer experience. If you are driven by the desire to make a difference and thrive in a dynamic environment, join us in making a difference!
REQUIREMENTS OF THE JOB
As a Senior Complaint Coordinator, you will play a vital role in transforming our complaints handling processes by collaborating with internal services.
Your key responsibilities will include:
- Tackling complex issues and engaging with stakeholders to develop impactful solutions.
- Managing complaints, including those that escalate to the Local Government and Social Care Ombudsman.
- Reviewing responses for completeness with attention to detail and seeking clarification when needed.
- Navigating an unpredictable workload with determination to meet response deadlines.
Why choose us?
Northumberland County Council’s (NCC) vision is ‘Land of Great Opportunities’, for current and future generations. We believe there is no better place to live and work.
For further information about working for NCC, please visit our website
here.
We have some outstanding benefits and perks 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)
To see all our excellent benefits and perks, please click
here.
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Further information
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.
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.
Alternative application format:
For those with speech difficulties or hearing loss:
Text relay service dial 018001 01670 623930
