Complaints Advisor
Local Government and Social Care Ombudsman
Summary
Hybrid working – allocated to offices in Coventry
Location
Based in Coventry.
Role
We know that our success depends on the integrity and skills of our staff.
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.
Details
Position Complaints Advisor
Hours 35
Salary £26,688 to £29,024 per annum
Holiday 23 days rising by 1 day with three years’ service and a further 2 days with five years’ service.
Requirements
EducationThere are no essential qualifications but candidates must be able to demonstrate excellent oral communications skills, be numerate and capable of producing clear written communications.
Skills- 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
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.
Benefits
At the Local Government and Social Care Ombudsman we value our staff and work hard to reward them.
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.
About the LGSCO
For 50 years we’ve been the voice of the public. Our free and impartial service helps people put things right with their local council or adult social care provider. We use what we learn from complaints to improve local public services and independent adult social care provision. We act with impartiality and make fair decisions after listening to both sides of the story and weighing up all the evidence. So, if you want to make a difference and have the perspective we’re looking for, please get in touch.
For more information about us visit our website www.lgo.org.uk