Job Description

• To work with the Head of Customer Relations and Libraries and Senior Customer Relations Officers to provide a customer care service to the residents of the council, including being a central point of contact for internal and external enquiries.
• To carry out a range of tasks associated with the role, including complaints and other feedback, Councillor and enquiries, Freedom of Information requests and Data Protection Subject Access requests.
• To assist in the provision of feedback and management information and the dissemination of best practice throughout the council on all matters relating to customer care and the handling of complaints, FOI requests, DPA requests, Members enquiries.
• To provide assistance and support across the section as and when required.

This post is considered by the authority to be a customer-facing position; as such it falls within scope of the Code of Practice on English language requirement for public sector workers. The council therefore has a statutory duty to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements. The appropriate standards are set out in the employee specification.

Required Knowledge, Skills, and Abilities

• To possess relevant and sound IT skills and excellent attention to detail.
• Excellent written and verbal skills to communicate, build and maintain relationships with internal and external customers and stakeholders at both senior and junior levels.
• Takes personal responsibility for delivery of their work.
• Ability to learn best practice on issues connected with customer care, complaints, freedom of information requests and data protection requests.
• Knowledge of Freedom of Information and General Data Protection Regulations (GDPR) is desirable.
• DBS check is required for the role.