Customer Care Officer - Adults Health and Commissioning

Job description

Job responsibilities

The Customer Care Officer role is part of the Customer Care Team, which supports the implementation of the statutory complaints process for Cambridgeshire County Council Adult Social Care. This role is crucial for ensuring that formal complaints are thoroughly investigated and responded to by the Council in line with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. The impact of this role on the organisation is significant as it helps maintain high standards of service, ensures compliance with legislation, and enhances the overall customer experience by addressing and resolving complaints effectively.

We currently have the opportunity for a full time Customer Care Officer to join our team in Huntingdon (part-time working may be considered).

For more information or to chat about this opportunity please contact Liz Cook, Customer Care Manager on 01223 699851.

Appointment to this post will be subject to the outcome of an Enhanced Disclosure obtained through the Disclosure and Barring Service. The Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment.

We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage

• A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family
• Buy up to 4 weeks additional annual leave (pro-rata) through our salary sacrifice scheme
• Take your bank holidays flexibly to better suit your personal circumstances
• Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings
• Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth
• Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
• Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network
• Opportunities to nominate and receive Employee Recognition Awards
• An Our Cambs Rewards account, giving you access to in-store and online discounts as well as our Car Lease and Cycle to Work schemes

Take a look at our Employment Benefits Brochure attached to this advert to find out more.

As a Customer Care Officer, your day-to-day tasks will include providing support to Investigating Managers to provide comprehensive responses to feedback, ensuring all complaints are handled in line with legislation, and communicating with individuals who wish to make complaints about Adult Social Care services.

You will also be responsible for identifying the most appropriate route for processing feedback, reviewing and quality assuring draft responses, and ensuring compliance with escalation routes. Additionally, you will provide regular feedback to teams and Senior Managers, maintain accurate records of complaints, and monitor the progress of complaint investigations to ensure timely responses.

You will also support in coordinating investigations and responses for Local Government and Social Care Ombudsman investigations.

You will have strong communication skills, both oral and written, and the ability to understand complex issues and provide sound, professional advice. Experienced in complaints management and handling, you will know how to be empathetic, but able to challenge others assertively when required, and be capable of prioritising workloads effectively to meet deadlines.

You will have experience in proof reading, drafting correspondence, and supporting Managers to ensure responses to feedback are comprehensive and robust. Whilst direct experience in Adult Social Care is desirable, it is more important that you have awillingness to become competent in social care complaints procedures and a strong commitment to public service and local democracy.

You should be able to work collaboratively in a small team, maintaining a positive and supportive attitude.

Educated to A level Standard or equivalent, you will need to be proficient in using Office 365, including MS Teams, One Drive, SharePoint, Word, Excel, and Outlook.

Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.

Our four values are central to our culture, driving everything we do.

We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities.If you dont meet every single requirement in the job role but think this could be you, please dont be put off. We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.

Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered. We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.

We are proud to be a Disability Confident Employer. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Some examples of adjustments could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.

Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.

https://www.cambridgeshire.gov.uk/council/jobs-and-careers

Person Specification

General Requirements

Essential

• Please refer to job description above

Desirable

• Please refer to job description above

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Cambridgeshire County Council

Address

Huntingdon

PE29 3AD

Employer's website

https://www.cambridgeshire.gov.uk/ (Opens in a new tab)