Customer Engagement Officer

Description

Our local government clients in Westminster, London, are seeking a highly organised and customer-focused Customer Engagement Officer to join our Customer Engagement Team. This role plays a vital part in ensuring that residents, service users, and partners receive accurate guidance, timely responses, and high-quality support when raising complaints, enquiries, or requests for information. 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.

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 complaint 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 to ensure 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.

Qualifications – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Level 4 qualification or equivalent level of experience
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:

• 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
• Experience using Netcall, Mosaic or iCasework
• Understanding of Adult Social Care
• Awareness of statutory complaints legislation
• 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

Compliance Requirements

• 3 Years References
• Enhanced DBS & barred list check
• Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.