Complaints & Enquiries Officer

Street Services provides a highly important service to all the borough's residents and visitors from sweeping roads to collecting and emptying household and business waste bins. This is a vital front-line service and has a huge impact on residents and the community.

An exciting opportunity has arisen within Street Services busy operational team (18 month fixed term or secondment). A self-starter and team player, you will be instrumental in supporting some of the Council's most visible and high-profile frontline services, including waste collection, street cleansing and enviro-crime enforcement. You will be responsible for all aspects of casework and complaints management within the department, ensuring a professional, consistent and co-ordinated approach to issue resolution and communication with affected customers and stakeholders.

The service has recently embarked on its biggest service change in 15 years with the move to fortnightly household waste collections, so the successful candidate will need to be sufficiently motivated, experienced and prepared for a challenging and high paced environment from day one.

Key aspects of your role will include:-

• Taking lead responsibility for and dealing effectively with all member casework, MP enquiries, complaints, FOI's and service complaints/enquiries from the Contact Centre and other sources associated with Street Services and ensuring all complaints and enquiries are responded to within corporate timescales


• Responsible for ensuring that enquiries and complaints from members of the public referring to service delivery are dealt with appropriately either verbally or in writing, drafting and collating responses from a number of departments where necessary.


• Analysing trends in reasons for complaints and working with operational managers to implement changes in service provision, specifically the way in which resources are deployed ensuring that our approach to service delivery is proactive and reflects customer needs


• Developing and improving the complaints and casework processes where appropriate and delivering regular training to Street Services and Fleet & Waste Strategy Senior Managers.


• Act as responsible officer in Street Services and Fleet & Waste Strategy for Freedom of Information and Data Protection requests. Logging and processing requests in accordance with the agreed procedure.

You will be dealing with a wide range of stakeholders in various formats, so excellent verbal and written communication skills are essential. With a focus on providing excellent customer service, you will be well organised with an ability to plan, prioritise and manage your workload to meet prescribed deadlines.

You will work a 35 hour week, however flexibility is essential as you will be required to attend occasional meetings with Councillors and residents during evenings and weekends.

If this sounds like you, we'd love to hear from you - please ensure you detail how you meet the essential requirements in the supporting statement section of your application form.

Royal Borough of Greenwich reserves the right to close any vacancy earlier than the advertised closing date should there be a high volume of applications received.