Customer Care Officer

at  Bradford Children and Families Trust

JOB INTRODUCTION

Bradford Children and Families Trust was established in April 2023 to enhance the quality and delivery of Children’s Services across our district. Our purpose is clear, to ensure that our promise to improve the lives of children and young people in Bradford becomes a reality. It’s a tough ask. It requires dedication, determination, and resilience – but under a new Chief Executive, Senior Leadership team and an unswerving drive to deliver the best outcomes, we are confident that we’ll achieve our ambition – and you, yours.
So, if you’re up for the Challenge we’d love to hear from you!

• The Customer Care Team is currently leading on investigating complaints, record compliments and handle general enquiries made by the public and any professionals who work with our children and families.
• Customer Care Officers act as a point of contact for Trust officers in all complaint related matters, providing advice and guidance and practical interpretation of Trust policy and legislation relating to both informal and formal complaint resolution.
• Customer Care Officers also investigate complaints that escalates to stage 2 of the complaints procedure.
• This is an exciting time to join the Customer Care Team as we grow, adapt, and reset our service to ensure that Customer Care team provides timely support and guidance, agree the terms of reference with the complainant, if necessary, monitor deadlines and performance, and provide quality assurance.

Key Responsibilities

• To deal with, and where appropriate, carry out investigations into complex complaints, that can be highly confidential and/or sensitive and could involve investigating and /or gathering evidence from multiple sources.
• To provide advice, as appropriate, to both internal and external stakeholders on behalf of the Customer Service Team.
• Support the induction of new members of staff on systems and procedures within the Customer Care team.
• Assist and advise staff Trust on the definition of complaints including what constitutes a complaint and also guide and advise on the different complaint handling processes.
• To assist in communicating relevant information, guidance and best practice pertaining to complaint handling to staff across the Trust (including Managers, Senior Managers and where appropriate Elected Members).
• To assist in reviewing and maintaining the Trust’ s Complaint Handling policies, procedures and guidance.
• To continuously develop own skills and enhance knowledge of complaint handling topics, including changes to legislation and best practice guidance.
• To undertake additional/alternative activities as required to meet Service and Trust needs