RMS Resolution Officer

Job Category : Commercial
Location : London Borough of Newham
Hours Per Week : 37.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £17.75

Overall Purpose of Job
To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries.
To work as part of a team to deliver high quality responses to customers complaints and enquiries.
To develop and maintain good relations with service areas and partner agencies
Promote a positive image of the Council and to enhance its reputation.
To take a lead role on a specific area of work or projects on behalf of the Manager
KNOWLEDGE:

Knowledge of local government and local government services
Knowledge of complaints processes
Continually keep up to date with the law and guidance in relation to their work area
Knowledge of Microsoft Office including use of email, databases, spreadsheets, PowerPoint and Word.

Knowledge of research techniques
QUALIFICATIONS
A levels or equivalent educational standard or equivalent work related attainment in a customer care environment

EXPERIENCE:
Experience of working in at least one of the following areas:
Corporate complaints
Housing

Experience of conducting detailed investigations of complaints preferably within a comparable local authority section.
Experience of successfully dealing with Members and the public, including communicating difficult issues effectively orally and in writing
Experience of working positively to engage with and understand the needs of stakeholders and Members.
Experience of project management and/or research work and relevant techniques.
Experience of working with computer based systems
SKILLS AND ABILITIES:

Good problem solving and evaluation skills
High level of interpersonal skills
Ability to think laterally and to develop creative and innovative solutions allied with an ability to respond to change.
Well developed oral, written and presentation skills
Able to represent the Team and the Council at meetings with partners and other external agencies.
Ability to understand complex information

Able to use the sections computer based systems