Babergh and Mid Suffolk District Councils – Customer Access Point, Stowmarket, Suffolk IP14 1AD
Salary: £37,280 - £44,075 per annum (pro rata for part time)
Hours: Full Time, 37 hours per week
Contract: Permanent
Role Summary
Complaints and Feedback Officer for the Customer Experience team. Responsible for capturing and processing customer feedback, managing complaints, and ensuring they are dealt with in accordance with the Joint Complaints, Comments and Complaints Policy.
Responsibilities
- Capture customer feedback and ensure it is processed accordingly.
- Handle complaints in accordance with policy and embed a complaints culture that resolves issues early.
- Respond to escalated complaints and provide data and insights to improve services.
- Record compliments and feedback to highlight best practice and disseminate lessons learned.
- Maintain transparent sharing of complaints information across the organisation.
- Provide management information to support continuous improvement, including producing an annual report for residents and the scrutiny committee.
Qualifications & Skills
- Dedicated, proactive and customer‑focused with attention to detail.
- Strong data analysis abilities and effective communication at all levels.
- Resolution‑focused with a commitment to putting customers first.
- Excellent problem‑solving and enquiry skills to fully understand and respond to issues.
- Strong influencing, negotiating and persuasive skills, with empathy and diplomacy.
Benefits
- Generous leave entitlement (26 days a year, rising to 31 days after 5 years).
- Competitive Local Government Pension Scheme.
- Wellbeing Support and Employee Assistance Programs.
- Private Health Care Options.
- Electric Vehicle Salary Sacrifice Scheme.
- Paid volunteering days.
- Flexible and hybrid working arrangements (Business needs permitting).
- Great learning and development opportunities.
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