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Connect2Kent
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Maidstone, Kent
Customer Care & Complaints Admin Officer - Maidstone
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Contract Type: Contract |
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Salary: £9.50 per hour |
Overview
Location: Maidstone Job Type: Full time, temporary Pay rate: £9.50 - £10.48ph Connect2Kent are looking for a temporary Customer Care & Complaints Admin Officer to work within the Adult Social Care Team in Maidstone. The team are looking for someone who can support the team with the administration and processing of complaints, enquiries and compliments. Duties: Provide a comprehensive administration support to the team in all aspects of logging, chasing, tracking and sending out complaint and enquiry responses. Maintain and manage incoming calls and direct them appropriately. Listen to the callers' concerns and ensure an accurate recording of complaints is made for investigation. Ensure that safeguarding issues are identified quickly and processed within agreed business processes. Act as a point of contact point, redirecting customers to the appropriate agency or finding out further information where necessary to ensure that the relevant advice is provided promptly. Take responsibility for the logging of the less complex complaints and enquiries, specifically those relating to the Blue Badge service, ensuring that the correct correspondence is sent to the relevant parties. Ensure that the correct information is provided and ensure replies meet required standards, so that all complaints are dealt with appropriately, consistently and within statutory and corporate timescales. Contribute to and create complaints plans for the less complex cases. Take the lead in the logging of compliments on behalf of the team. Maintain the computerised database for complaints, enquiries and compliments. Update the procedural stages as necessary to ensure that relevant and accurate information is recorded. Support the team in managing the mailbox and triaging complaints to ensure that cases are appropriately prioritised. Support the team by arranging and co-ordinating team meetings and diary management. Plan, organise and support internal and external meetings. Support the Customer Care and Complaints Manager with the provision of training, attending meetings as required. Take responsibility for the team's electronic filing system ensuring that the Record Retention Policy is implemented. Develop a good knowledge of social care and health processes and systems in order to facilitate effective complaints handling and the provision of accurate information to complainants and clients. Requirements: A Basic DBS check is required for this post at a cost of £25 as you will be working with sensitive information. You will be required to register at our office in Kings Hill, West Malling if successful. Connect2Kent is an agency acting as an employment business and as an equal opportunity agency. Due to the urgent nature of this position, please respond to this advert online in the first instance. If you do not hear from us within 48 hours, please assume that you have been unsuccessful for this role. Close date - 15/03/2020 Connect2Staff/Connect2Kent, part of Commercial Services Trading/Kent Ltd, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.