Customer Engagement Officer, London Based and Hybrid, Immediate Start

This Cantral London Authority are looking for a Customer Engagement Officer to work within Adults Services. Details of the role are:

This role plays a vital part in ensuring residents, service users and partners receive accurate guidance, timely responses and high-quality support when raising complaints, enquiries or requests for information.

You will act as a first point of contact for complaints-related queries, handle confidential information with care, and ensure all correspondence is accurately logged, assigned and monitored. Your work will support the smooth running of statutory complaint processes, Member Enquiries and Freedom of Information requests across Adult Social Care.

This is a key role for ensuring transparency, accountability and excellent customer experience within the Council.

Key Responsibilities

• Act as the first point of contact for anyone seeking information or support on how to make a complaint


• Communicate sensitively with callers and visitors, providing clear advice on the Council’s complaints procedures


• Manage all customer information confidentially and in line with data protection requirements


• Ensure all correspondence is correctly allocated to the relevant Local Authority and operational team for investigation and response


• Log and process Member Enquiries for the Council, ensuring responses are provided within the required five-day timeframe


• Maintain the Freedom of Information (FOI) log for the Adult Social Care Department, ensuring requests are tracked, information is collated, and deadlines are met

For more information or details of other roles, please contact Jade at Social Care Locums or visit our website to upload your CV.

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