Resolution and Response Officer

Resolution and Response Officer

Service Care Solutions is currently recruiting for a Resolution and Response Officer in Havering.

The Resolution and Response Officer is responsible for improving the effectiveness and quality of customer responses and is accountable for providing high-quality and efficient customer responses that reduce the risk of escalation to further stages, understanding when to escalate issues to alternative teams.

Pay rate: £14.26 per hour / £17.54 ltd (umbrella)

Main Responsibilities:

• Dealing effectively with corporate and statutory complaints, Members and Ombudsman enquiries, and supporting the provision of high-quality and timely reports for senior officers and Councillors.
• Sensitively handling multi-channel contact from complainants and identifying the most appropriate way to resolve enquiries, which may involve challenging telephone conversations and the skills to robustly set out the Council's position while remaining calm under pressure.
• Handling requests made under the Freedom of Information Act, Environmental Information Regulations, Re-Use of Public Sector Information Regulations 2015, Data Protection Act 2018 & General Data Protection Regulation from receipt of request through to disclosure or refusal of the information, ensuring correct legislation is applied to each request.

Requirements:

• Enhanced DBS
• Appropriate Customer Services qualification or relevant experience.

If you are interested in the Resolution and Response Officer role, or know of anyone who may be, please contact Emma at Service Care Solutions on 01772 208964 or email emma.petricco@servicecare.org.uk.