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Page Personnel Finance
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Edinburgh, City of Edinburgh
Case Support Officer
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Job Type: Full-time |
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Overview
As the initial part of the complaints process, working as team to effectively deal with queries about new and existing complaints, carry out initial checks and decisions on received complaint forms in line with the current legislation, policies and procedures. Provide a high quality support service to internal and external service users. Client Details Independent government body Description ROLE OVERVIEW Effectively deal with queries about new and existing complaints, carry out initial checks and decisions on received complaint forms in line with the current legislation, policies and procedures. Provide a high quality support service to internal and external service users. PORTFOLIO MANAGEMENT Handling enquiries and complaints in a consistent and fair way and inline with legislation and policies and processes. WORKING TOGETHER Contributing to the effectiveness and success of the organisation COMMUNICATION Representing the organisation in a confident and professional manner both internally and externally and at all times. DEVELOPMENT Managing own performance and developing and supporting the development of others. Acting as a supportive member of the Investigations team. Taking responsibility and ownership for own development. QUALITY ASSURANCE Ensuring that all aspects of the work of the Case Support Officer meet the organisations quality standards. Providing a high quality of complaint handling service. ADMINISTRATION Ensuring all corresponding administrative work is accurate and completed timeously WIDER PERSPECTIVE Contribute to the achievement of the organisations strategic objectives and operational plan. Profile Experience in: - complaints handling - conflict resolution - customer service, particularly telephone experience and manner - giving information/signposting - attention to detail Job Offer - excellent benefits - development opportunities - friendly, open plan office - 35 hour working week (9am - 4pm)