Complaints Advisor
Local Government and Social Care Ombudsman
Date: 14 hours ago
City: Coventry, England
Contract type: Full time
Coventry
Job Summary
This challenging and rewarding role will put you at the forefront of our organisation and you will be the first point of contact for our customers looking to bring their complaint to us.
You will manage customer’s expectations by building an in-depth knowledge of the LGSCO’s role and that of local public services and adult social care providers.
Your experience of processing information, on the telephone, electronically or in writing is key to helping the organisation succeed.
To apply please visit click the link below.
Job Description
To act as the first point of contact for complainants.
To receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an
enquiry about doing so.
To gather and record sufficient information where appropriate to progress a complaint to the assessment stage.
To act as the first point of contact for complainants.
To receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an
enquiry about doing so.
To gather and record sufficient information where appropriate to progress a complaint to the assessment stage.
Person specification
At the Local Government and Social Care Ombudsman we value our staff and work hard to reward them.
Benefits
We are an ambitious, focused, inclusive and friendly organisation which is recognised for the important work we do. There are a range of benefits for all our staff enjoy. These include:
Pension : You’ll be entitled to join the Local Government Pension Scheme which is a career average scheme.
Work/life balance : We encourage all employees to have a healthy work/life balance and offer flexible working arrangements, such as agile working and flexi-time, together with a wide range of different working patterns. All are subject to business needs.
Learning and development : We provide our staff with access to a learning and development programme to enable them to succeed in their role. Where membership is relevant to your role in the organisation, we will also pay the annual membership fee for you to be a member of your professional body.
Family-friendly : We offer generous maternity, adoption, paternity and parental leave, and provide for paid and unpaid special leave.
Season ticket loan : We offer our staff the ability to have a loan for their annual travel season ticket.
Wellbeing : We have a programme which includes an Occupational Health Service and access for you to an excellent, confidential Employee Assistance Scheme. This is a free 24-hour counselling service for advice about your work and personal life challenges
You will be able to join the Civil Service Sports Club.
As well as reimbursing the cost of your eye tests, we will subsidise your eye care where a prescription is for VDU usage and we will cover the cost of an annual flu jab.
Bike loan : We run a Cycle to Work Scheme which allows you to pay for the cost of your bike (up to a limit) as a loan which is deducted from your salary.
Reasonable adjustments : We recognise how important it is to make reasonable changes for staff where appropriate.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
If you are dissatisfied with any part of our recruitment process, you can raise a complaint on our website https://www.lgo.org.uk/information-centre/about-us/our-performance/complaints-about-our-service.
Job Summary
This challenging and rewarding role will put you at the forefront of our organisation and you will be the first point of contact for our customers looking to bring their complaint to us.
You will manage customer’s expectations by building an in-depth knowledge of the LGSCO’s role and that of local public services and adult social care providers.
Your experience of processing information, on the telephone, electronically or in writing is key to helping the organisation succeed.
To apply please visit click the link below.
Job Description
To act as the first point of contact for complainants.
To receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an
enquiry about doing so.
To gather and record sufficient information where appropriate to progress a complaint to the assessment stage.
To act as the first point of contact for complainants.
To receive and process information sent via the online complaint service, email, telephone or post from members of the public who wish to make a complaint or have an
enquiry about doing so.
To gather and record sufficient information where appropriate to progress a complaint to the assessment stage.
Person specification
- 12 months experience of providing information and/or advice to a diverse range of members of the public over the telephone, including recording information using ICT.
- Excellent oral communications skills, numerate and capable of producing clear written communications
- Ability to deal empathetically with customers in extracting important points, exercising tact and diplomacy.
- Ability to listen, obtain, extract, record and re-present information that is accurate and appropriately detailed and concise
- Ability to deal with challenging callers There are no essential qualifications but candidates must be able to demonstrate excellent oral communications skills, be numerate and capable of producing clear written communications.
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension
At the Local Government and Social Care Ombudsman we value our staff and work hard to reward them.
Benefits
We are an ambitious, focused, inclusive and friendly organisation which is recognised for the important work we do. There are a range of benefits for all our staff enjoy. These include:
Pension : You’ll be entitled to join the Local Government Pension Scheme which is a career average scheme.
Work/life balance : We encourage all employees to have a healthy work/life balance and offer flexible working arrangements, such as agile working and flexi-time, together with a wide range of different working patterns. All are subject to business needs.
Learning and development : We provide our staff with access to a learning and development programme to enable them to succeed in their role. Where membership is relevant to your role in the organisation, we will also pay the annual membership fee for you to be a member of your professional body.
Family-friendly : We offer generous maternity, adoption, paternity and parental leave, and provide for paid and unpaid special leave.
Season ticket loan : We offer our staff the ability to have a loan for their annual travel season ticket.
Wellbeing : We have a programme which includes an Occupational Health Service and access for you to an excellent, confidential Employee Assistance Scheme. This is a free 24-hour counselling service for advice about your work and personal life challenges
You will be able to join the Civil Service Sports Club.
As well as reimbursing the cost of your eye tests, we will subsidise your eye care where a prescription is for VDU usage and we will cover the cost of an annual flu jab.
Bike loan : We run a Cycle to Work Scheme which allows you to pay for the cost of your bike (up to a limit) as a loan which is deducted from your salary.
Reasonable adjustments : We recognise how important it is to make reasonable changes for staff where appropriate.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
- Name : [email protected]
- Email : [email protected]
- Email : [email protected]
If you are dissatisfied with any part of our recruitment process, you can raise a complaint on our website https://www.lgo.org.uk/information-centre/about-us/our-performance/complaints-about-our-service.
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