Job Details

Main Purpose

To provide a professional and customer-focused service by receiving, recording, and processing complaints, compliments, comments, and information requests on behalf of the Council. The post holder will ensure enquiries are handled efficiently, in line with Council policies, procedures, and relevant legislation.

What a Typical Day Looks Like

Each day you will respond to enquiries received by phone, email, online forms, and post. You will log complaints and information requests, direct them to the appropriate Council service, monitor progress, and keep customers updated. You will work closely with Council departments to ensure enquiries are responded to within agreed timescales while maintaining accurate records.

Key Duties and Responsibilities

• • Receive and process complaints, compliments, comments, and information requests.
  • Record enquiries accurately on the Council’s case management system.
  • Allocate cases to the appropriate Council service.
  • Monitor cases and ensure responses are provided within agreed timescales.
  • Keep customers informed about the progress of their enquiries.
  • Respond to routine enquiries and explain Council procedures.
  • Maintain accurate records and produce basic reports when required.
  • Handle confidential information in line with Council policies and data protection requirements.
  • Work with colleagues across the Council to support excellent customer service.
  • Contribute to improving services by identifying common issues and customer feedback.
  • Carry out any other duties appropriate to the role.

Experience 

• Committed to high standards of customer service.
• The ability to communicate at ease with customers and provide advice in accurate spoken English.
• Ability to communicate, both orally and in writing, to a wide range of audiences.
• Experience of dealing with dissatisfied customers over the telephone and in person.
• IT literate, capable of using MS Word/Excel and office packages.
• Ability to work successfully as part of a team.
• Experience of dealing with FOI requests desirable

Overview:

Client – Darlington Borough Council

Location – Town Hall, DL1 5QT