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  • Ref no: WDN02379
  • Published: 22/7/19
  • Closes: 4/8/19
  • Location: Various Locations In West Dunbartonshire, G82
  • Salary: £17,537.00 - £19,124.00 per year
  • Contract Type: Fixed Term
  • Position Type: Part Time
  • Hours: 21 hours per week

This position has expired.

Job Description

**This is a fixed term post until 28.08.2020**


We are looking for a 2 highly motivated and organised individuals to work within our Citizen Relations team. The successful candidates will work within the Citizen Relations Team to effectively resolve complaints to maximise citizen satisfaction and minimise external involvement from independent bodies.

The post holder will ensure that individual citizen complaints received through various channels, including in writing, telephone, social media, covering all aspects of WDC citizen interface activities, are resolved efficiently, effectively and consistently, maximising citizen satisfaction. The post holder will ensure that accurate records are kept within a database, providing statistical and managerial information in relation to complaint volumes, root causes, complaint resolution times and repeat contacts. The Citizen Relations Officer will actively use this data to continually monitor

the effectiveness of complaint handling.

The successful candidate will have exceptional communication skills, verbal and written and will be able to organise and prioritise your workload. This is a high pressure role and you will be required to manage constantly changing priorities while still ensuring required response times for complaints are met.

Often those who contact Citizen Relations are frustrated and can present as challenging, complaints can also be complex and cover a wide range of issues. The successful candidate will have the skills to manage and de-escalate where needed and be able to develop relationships with colleagues, both internal and external, to enable the best resolution.


Interviews are expected to take place on 15.08.2019.

**This is a part time post and the salary will be pro rata to the number of hours worked**

The Individual

West Dunbartonshire offers a family friendly working environment, endeavours to ensure a work life balance and welcomes applications from employees requiring flexibility.  For information about West Dunbartonshire Council please click on the following link and see why we are an employer of choice:
More information on the benefits of working within West Dunbartonshire Council, can be found using the following link:

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