Job Description

We're looking for two Customer Feedback and Resolution Officers to join our team, Interested?

We believe in putting people at the heart of everything we do and to make Gateshead a place where everyone Thrives. We want it to be a great borough, with vibrant Communities, where businesses can grow, residents feel supported and live fulfilled lives.



With a newly appointed Chief Executive, and a good CQC and Ofsted rating, it's an exciting time to be joining Gateshead Council.



So, if you care about "doing the right thing" and want a role where you're recognised for what you do, given the opportunity to thrive and have the chance to be the best version of yourself? Then keep reading as you're just what we're looking for!

About the role....

Following the recent expansion of our Feedback and Complaints team we are looking for two successful candidates who are self-motivated individuals who will embrace our values, bring energy to the team and enhance our services across Integrated Adults and Social Care Services and Children's Social Care.



In this customer facing role, you will play a key role in listening to customer feedback, putting yourself in their shoes and ensuring that we effectively triage complaints, complements, comments, freedom of information requests, and Adult Services subject access requests, with professionalism, empathy, and efficiency to meet statutory deadlines, ensuring that all customers receive a high-quality response.



To be successful you will need a proactive mindset, excellent communication skills and a passion for delivering positive outcomes.



People really are our greatest asset at Gateshead Council, and we value every employee. We encourage our people to think differently, do the right thing and be innovative.



So are you ready to make a difference and join our team!

A bit about Gateshead Council...

We're truly committed to providing our residents with the highest quality of service and we need like-minded people who can help us deliver on this commitment. We need people who want to make a difference, who are talented, possess the right knowledge and skills and who want the chance to demonstrate how good they are.

What's in it for you? Well, there's so much on offer and here's just a few of the highlights!

You'll be paid a competitive salary of between 28,624 and 31,067 You can save for your future by enrolling in our generous pension scheme You'll have access to great health and wellbeing support, You'll have access to great health and wellbeing support and ability to use our cycle to work scheme. Working with our partners, GLL you can also access discounted leisure facilities Gym and Leisure Centre Memberships. We'll give you access to a Co Wheels vehicle for work use, saving your petrol costs and wear to your vehicle A generous annual leave package of 28 days, increasing to 30 days following 5 years' service. You can also purchase up to 10 days extra leave via our Annual Leave Salary Sacrifice Scheme. We'll give you the chance to take advantage of various offers and discounts on shopping and household spend; including O2, Virgin Media and Dell Access to generous flexi time system with the opportunity to take 2 flexi days per 4-week flexi period, depending on the needs of the service. We offer hybrid working, allowing colleagues to work remotely where appropriate if they wish to do so A robust Workforce Development offer with loads of opportunities for learning to progress your career and to enhance your knowledge in specific areas. Adult Social Care at Gateshead Council offers the chance to progress in a variety of roles across the service. Our colleagues had this to say:

"Gateshead Council are very, very good at encouraging staff to progress in their careers, and to believe in the staff and believe in themselves" -

David

"I think there is a real ethos of growing your own and making sure that staff are rewarded for their efforts and feel that they can do jobs." -

Angela

It's time to apply!

We're delighted that you want to come and work with us. Please look at the full job profile via this link. It's important that you read it in full and check that you meet the essential criteria, because when we start choosing people to come and meet us, we'll be checking to ensure that they meet the essential criteria as set out in the job profile.



For an informal discussion, please contact Jacky McDonnell, Senior Business and Assurance Manager on jackymcdonnell@gateshead.gov.uk