Complaints Officer- Waste Management

Dudley Council is currently hiring an experienced complaints officer on temporary basis for a period of 8 weeks.

Job Role:

Act as the lead for customers contacting Dudley Council Waste via telephone, email and social media delivering high-quality service, resolving queries, and supporting customers with their waste needs while upholding the Council values and behaviours.

Duties:

* Handle inbound customer contacts via calls
* Provide accurate information, resolve service queries, and guide customers through digital tools and processes
* Manage customer complaints with empathy, ownership, and professionalism
* Maintain and update customer account records in line with procedures and actions taken
* Identify service improvement opportunities and provide feedback to enhance the customer experience
* Advocate and educate customers on digital tools and services
* Adhere to regulatory waste requirements

Requirements:

• Excellent communication and active listening skills
• Strong customer focus with passion for helping and problem-solving
• Comfortable using digital systems and tools with ability to grasp new technology
• Resilient and adaptable with a positive attitude
• Experienced in waste service roll outs with technical understanding or willing to learn.

Rate of pay is due to be discussed on an interview depending on experience.

Connect2Dudley is a trading style of Dudley & Kent Commercial Services LTD - A joint venture between Dudley Metropolitan Council & Commercial Services Kent Ltd. Connect2Dudley is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.