Customer Services / Administrator

Customer Engagement Officer Westminster Contract £22.85 per hour Our client is looking for an experienced Customer Engagement Officer. Working Pattern: Hybrid – required in the office 2–3 days per week 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. This is one of many roles we are recruiting for please visit our website colbernlimited co uk 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 RBKC and Westminster City 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 Skills, Experience and Knowledge No formal qualifications required. Essential Skills Strong written and verbal communication skills Excellent customer service and interpersonal skills Proficient user of Microsoft Office (Excel, Word, Outlook, Teams) Proven ability to maintain accurate information systems for logging and retrieving records Able to handle sensitive and confidential information securely and professionally Strong attention to detail and commitment to delivering high-quality work Able to build effective working relationships at all levels and demonstrate confidence when influencing stakeholders Outcomes-focused and solution-oriented approach Desirable Skills / Knowledge Experience using Netcall, Mosaic or iCasework Understanding of Adult Social Care Awareness of statutory complaints legislation What We’re Looking For We are seeking an individual who: Demonstrates excellent customer care skills Works with accuracy, diligence and a high level of attention to detail Can engage confidently and build trust with colleagues and service users Is proactive, adaptable and committed to improving the customer experience Can manage competing priorities while maintaining high standards PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer