Customer Feedback, Information and Improvement Officer

To ensure Council’s compliance in the facilitation and delivery of customer feedback and information requests as laid down in the relevant legislation and procedures. ? To receive customer feedback, involving visiting customers in their own homes, and ensure that the information is accurately captured and recorded and the most effective way forward is sought, in line with the customer expectations and council policy, in seeking resolution and response to their feedback. ? To assist in the management and facilitation of external investigations, briefing meetings, review panels, the design and delivery of training and as required in the development of the customer services procedures. ? To facilitate the customer’s request in line with Council policy and be responsible for identifying and allocating requests to the appropriate responsible officer. ? To assist with the identification of frequently asked requests and relevant information to feedback to the Information Governance Board. ? To manage conflicting demands, ensuring all statutory timescales are met whilst providing a high quality reactive daily service to all customers. ? To work with internal and external stakeholders in the delivery of the customer feedback and information requests including staff members at all levels, advocacy services, partners organisation and third parties. ? To communicate verbally and in writing with all stakeholders in a timely manner ensuring that contentious and complex information is communicated appropriately to the needs of the audience. ? Provide advice and support in the investigation, response to customer feedback and requests for information and the learning identified as a result of the investigation. ? Ensure that accurate records are maintained for all customer feedback and information requests received, this included management of a computerised system, and that confidentiality is maintain throughout. ? Undertake any other duties commensurate with the role as requested by management. 

Barnsley Metropolitan Borough Council
Contract Type
Salary and benefits
£24,313 - £26,999
£24000 to £27000 Per Annum