Customer Experience Officer
Permanent, Full Time
From £27,267 to £32,079 per annum
Location: Chelmsford
Working Style: Anywhere worker
Closing Date: 10th December 2024
Are you passionate about making a difference in people's lives? Join our team as a Customer Experience Officer and help us enhance the quality of care for adults in our community.
Interviews for this role will be held in person at County Hall on the 18th December 2024.
In Adult Social Care (ASC) we believe that people should be able to live their lives to the fullest and that with the right support everyone can achieve some independence. We want to support people to maximise their own potential for control over their lives in a sustainable way that is preventative and localised. This reflects the Council’s commitments to levelling-up the county in four key areas: the economy; the environment; children and families; and promoting health, care and wellbeing for all ages.
The Customer Experience Officer is a pivotal role in Adult Social Care focussed on enhancing service quality and satisfaction for our residents. This role will centrally coordinate all compliment, complaint, and freedom of information requests for Adult Social Care, ensuring that each request is acknowledged and addressed promptly and effectively. Working closely with operational teams the role will be crucial in capturing the learning and insight gained from these activities to promote improved ways of working and support professional social care practice. Reporting into the Customer Experience Lead, this role will support with direct customer engagement and running lived experience events.
Role responsibilities:
- Support the development of ASC’s customer and resident journey, promoting and enhancing the voice of lived experiences at all times, feeding into both local and cohort strategies and the functions business plan.
- Work closely with corporate complaints team to manage and process compliments and complaints, ensuring they are recorded, investigated, and resolved in a timely manner working closely with operational services.
- Oversee the handling of Freedom of Information (FOI) requests, for ASC in conjunction with corporate FOI team, ensuring compliance with legal timeframes and accuracy of information provided.
- Analyse feedback and complaints data to identify trends and areas for service improvement.
- Provide training and mentorship to the workforce on effective complaint handling and customer service best practices.
- Prepare detailed reports for senior stakeholders on customer feedback, service improvements, and FOI request outcomes.
About you:
- RQF Level 2 (GCSE) education or equivalent by experience in social care.
- Evidence of continuing professional development with knowledge in relevant professional area.
- Ability to develop collaborative working relationships across a large organisation with internal and external partners/stakeholders which encourage collaboration.
- Demonstrates behaviours and skills which support a highly performing and motivated team from diverse backgrounds, focussing on results and achieving local objectives.
- Demonstrated proficiency in organising, prioritising, and managing tasks and projects efficiently.
- Strong IT skills with experience in utilising various software and systems.
Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and we look after a large and diverse geographical region of the country.
Essex covers over 1,420 square miles and has over 1.8 million residents in a range of coastal, rural and urban communities. ECC has a very successful track record of delivering transformational change in the public sector and has worked hard to deliver better quality at lower cost. We have an ambitious transformation agenda – one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services to support our residents.
We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We’re immensely proud of our flexible working options. Read more about us here.
Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.
We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.
To read more about us please visit:
To view our Organisational Behaviours information please follow this link.
What you should do next:
If you are ready to make a meaningful impact, apply now by submitting your CV and supporting statement via the Working for Essex website.
If you would like to find out more about this role, please email: work.placements@essex.gov.uk .
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service .
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
Additional Information:
If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community .
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