Complaint Resolution Officer

Working within the People, Policy and Transformation team you will be key in supporting services take a positive approach to continuous improvements and embedding our strategical principles and values.

As a Complaint Resolution Officer, you will be part of a team supporting the co-ordination and resolution of all Social Care and Corporate complaints, ensuring that all Council services provide a customer sensitive and effective response that meets statutory and regulatory requirements.

You will work directly with residents, service users or their representatives making sure their voices are heard and recorded and that they receive an appropriate and timely response to their concerns.

You will be expected to meet conflicting priorities and deadlines, whilst achieving quality and performance standards and supporting colleagues to embed the principles of customer care across the day-to-day activities of the organisation.

You will report directly to the Complaint Resolution Manager and will work closely with colleagues across other service areas in your day-to-day duties.

You'll have experience of working as part of a team providing complex services to the public. This post requires you to demonstrate effective communication and active listening skills; you must exhibit tact, empathy and diplomacy when dealing with people. You will be assertive and resilient and demonstrate high levels of self-motivation. You will demonstrate excellent interpersonal skills and be effective at establishing rapport with colleagues and the public.

You'll also have an ability to meet tight deadlines whilst maintaining attention to detail. You will be skilled at analysing multiple sources of information and making good decisions and driving difficult situations towards a positive resolution.

We welcome applications for all our jobs in either Welsh or English. An application submitted in Welsh will not be treated less favourably than an application submitted in English.

Newport City Council is committed to working towards its workforce being more representative of the population that we serve and particularly welcomes applications from people from the minority ethnic communities represented (or living) in the city. Selection will be made on ability and skills to undertake the role.

Our values - Fairness for all, Making a difference, Being responsible, Working together
Ein gwerthoedd - Tegwch ar gyfer pawb, Gwneud Gwahaniaeth, Bod yn gufrifol, Gweithio gydan gilydd

In return for your commitment, we offer an open, friendly working environment with modern working practices and systems. Benefits include a generous annual leave entitlement, professional development, flexible and agile working.

Our vision is to provide the most efficient and effective services in Wales and to enable this you will need to embrace change, technology and performance management.

Interviews will take place on the 7th and 10th of June 2024