Customer Feedback Lead

Job content

We are looking for an enthusiastic and dynamic individual to lead our Feedback team. This is an exciting role that is perfect for someone who is passionate about improving customer experience and the way that complaints and feedback are handled.

You will lead and manage a small team of feedback officers who coordinate the feedback process across 2 Council directorates, Together for Familes and Care and Wellbeing. You will be responsible for ensuring that the process and procedures that support the handling of complaints, feedback, compliments FOI and contact from MP’s and councillors are efficent and effective and timescales are met.

You will have the desire to review existing policies and procedures and ways of working to ensure that they are fit for purpose and make the best use of available technologies. You will be confident in developing working procedures and staff training modules in order to achieve transparency, fair handling and better outcomes and ensuring that lessons are learned.

You will have experience of building strong working relationships with colleagues at all levels of an organisation and have strong communication skills. You will be prepared to challenge colleagues where responses do not meet appropriate standards or time

If you would like an informal chat about the role and to ask any questions please call Verity Bradshaw 07837702635

Pay & Grading Review

Cornwall Council has recently completed a review of how we pay and reward our staff and these changes take effect from 1 October 2022 (unless otherwise stated). For more information please visit Pay and Grading Review (Green Book Roles) - Cornwall Council

Please view the role profile here, your application will need to demonstrate how you meet the required criteria. Please ensure you answer all of the pre-screening questions in full, within the application form. Guidance on how to complete your application can be found here - The application process

Please be advised that for this role we are accepting uploaded supporting statements and/or CVs to support your online application.

Fairness and inclusion are at the heart of our vision for Cornwall. In order to best serve our communities, we are striving to achieve a diverse workforce that is inclusive of all backgrounds, cultures and identities; e.g. race, disability, sex, gender, age, religion and sexual orientation. We are an equal opportunities and Disability Confident employer, and we will assess applicants on their merits.

Cornwall Council is committed to safeguarding and following safer recruitment principles to help make sure our staff and volunteers are suitable to work with children, young people and adults at risk. It’s a vital part of creating a safe and positive environment and making a commitment to keeping all service users safe from harm.

Whilst the location/work-base for this role has been specified our evolving ways of working means that the role may require you to also work remotely (e.g. from home/other locations). We will discuss this with you during the recruitment process.

This position will be subject to a criminal record disclosure check.

More information about working for Cornwall Council is available here.

We are open to discussion about flexible working.