Complaints Advisor

Hybrid working – allocated to offices in CoventryLocationBased in
Coventry .RoleTo act as the first point of contact for complainants. To receive and process information on the telephone or in writing from members of the public who wish to make a complaint or have an enquiry about making a complaintDetails Position
Complaints Advisor
Hours
35
Salary
£
25,398 to £28,024 per annum
Holiday
23 days rising by 1 day with three years’ service and a further 2 days with five years’ service. Requirements Education
No essential qualifications but candidates must be numerate and capable of producing clear written communications
Skills
• Oral communications skills • Ability to deal empathetically with customers in extracting important points, exercising tact and diplomacy • Ability to record and re-present information that is accurate and appropriately detailed and concise • Ability to deal with challenging callers • Able to work under pressure in a fast-paced, high-volume, customer-facing complaints service
Experience
12 months experience of providing information and/or advice to a diverse range of members of the public over the telephone, including recording information using ICT At the Local Government and Social Care Ombudsman we value our staff and work hard to reward them.We are an ambitious, focused, inclusive and friendly organisation which is recognised for the important work we do. There are a range of benefits for all our staff enjoy. These include:Pension: You’ll be entitled to join the Local Government Pension Scheme which is administered by the London Pensions Fund Authority. This is a contributory career average scheme.Work/life balance: We encourage all employees to have a healthy work/life balance and offer flexible working arrangements, such as agile working and flexi-time, together with a wide range of different working patterns. All are subject to business needs.Learning and development: We provide our staff with access to a learning and development programme to enable them to succeed in their role. Where membership is relevant to your role in the organisation, we will also pay the annual membership fee for you to be a member of your professional body.Family-friendly: We offer generous maternity, adoption, paternity and parental leave, and provide for paid and unpaid special leave.Season ticket loan: We offer our staff the ability to have a loan for their annual travel season ticket.Wellbeing: We have a programme which includes an Occupational Health Service and access for you to an excellent, confidential Employee Assistance Scheme. This is a free 24-hour counselling service for advice about your work and personal life challengesYou will be able to join the Civil Service Sports Club.As well as reimbursing the cost of your eye tests, we will subsidise your eye care where a prescription is for VDU usage and we will cover the cost of an annual flu jab.Bike loan: We run a Cycle to Work Scheme which allows you to pay for the cost of your bike (up to a limit) as a loan which is deducted from your salary.Reasonable adjustments: We recognise how important it is to make reasonable changes for staff where appropriate.About the LGSCOFor almost 50 years, we’ve been the voice of the public. Our free and impartial service helps people put things right with their local council or adult social care provider. We use what we learn from complaints to improve local public services and independent adult social care provision. We act with impartiality and make fair decisions after listening to both sides of the story and weighing up all the evidence. So, if you want to make a difference and have the perspective we’re looking for, please get in touch.
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