Customer Relations Investigations Officer
  • Employer: Medway Council
  • Reference: REC784RS
  • Published: Tue 20/07/2021, 16:40 PM
  • Closing on: Sun 08/08/2021, 23:55 PM
  • Working Pattern: Full Time
  • Hours: 37 hours per week
  • Salary: Range 3 (£20,526 per annum)
  • DBS Check: Yes
  • Location: Medway Council, Gun Wharf, Dock Road, Chatham, Kent ME4 4TR, Kent

Vacancy Location

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More about this employer

Customer Relations Investigations Officer

Closing Date: 8 August 2021

We are seeking an enthusiastic and committed Customer and Relations and Investigations Officer who can thrive in a busy environment with experience of working within a complaints or customer relations function.  It will be important to bring experience of managing customer expectations and customer care skills in dealing effectively and efficiently with complaints. 

Excellent communication skills (written and oral) are required to work with confidence and initiative in liaising with senior managers throughout the council to ensure that complaint responses are robust and fully respond to the issues raised by the customer.  Meeting with members of the public whilst dealing with difficult and sensitive situations and complaints is also a requirement of this role.

In this busy role within the council’s Customer Relations Team, you will be required to investigate the Council’s Stage 2 Complaints and Social Care Complaints as well as dealing with those escalated by the Local Government and Social Care Ombudsman.  Council complaints can be of a sensitive nature.

A very good knowledge of Microsoft Excel is required.  Accuracy, attention to detail and ability to analyse data are also essential to produce reports and management information relating to complaints’ performance.   There will be occasions when you are asked to present and share such management information and reports in meetings.

In return we offer you:

  • Generous annual leave entitlement
  • Generous local government pension scheme package
  • Access to wider training and development qualifications
  • Flexible working scheme
  • Travel plan discounts
  • Car Benefit Scheme from Tusker
  • Access to CAREFIRST advice & counselling service
  • Employee discount scheme for national and local retailers
  • The Government has introduced new ways of supporting parents with childcare costs. Further details are available here: -

Our organisation:

Medway is a unitary authority in the South East of England, made up of the towns of Strood, Rochester, Chatham, Gillingham and Rainham and more rural areas, including the Hoo Peninsula.

Situated in Kent in the South-East of England, the area has plenty of green spaces, excellent facilities and easy access to the national motorway and rail networks, facilitating superb transport links to London.

We provide all local Government services for a quarter of a million people, looking after education, environment, social care, housing, planning, business and much more - everything from frontline services such as rubbish collection and events like the Dickens Festival to work that goes on behind the scenes to ensure services in Medway run smoothly and cost effectively.

Working at Medway Council means that you get to be part of this journey working alongside talented, professional colleagues to drive forward change to transform the lives of our residents and the communities they live in.

If you would like to have an informal discussion with a member of the management team, please call:  Michele Pink on 01634 333055, Julie Ince 01634 334413 or Tina Larby 01634 332761.

Assessments and interviews will take place 24, 25 and 26 August 2021

Interviews are likely to be held virtually via Microsoft Teams.  Full details on how this will work will be sent to you, if your application is successfully shortlisted.    

Important Information-

Applicants must be able to demonstrate all essential requirements as listed in the job profile

Equal Opportunities Commitment Statement

Medway Council is committed to creating an inclusive work environment with a diverse workforce. All appropriately qualified candidates will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age

For further information please refer to the Medway information pack available as a download or to view online

Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted.  All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.

Please visit for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.

We reserve the right to close this vacancy at any time prior to the closing date.

How to Apply

Please be advised that we only accept online applications submitted through JobsGoPublic ATS


If you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted.


All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email, if you require documentation/correspondence in different format such as braille or large print, please contact the Resourcing Team on 01634 332878.

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