Senior Customer Relations Officer – Devon County Council | Exeter

Senior Customer Relations Officer – (Company Name - Subscribers only) | Exeter: (Company Name - Subscribers only)

Full Time 37 hours per week

Are you an experienced professional ready to make a real difference at (Company Name - Subscribers only)? We are seeking a dedicated and proactive Senior Customer Relations Officer to join our Customer Relations Team. As the first point of contact for our customers and their representatives, our team is pivotal in ensuring that every voice is heard and every concern is addressed with care and professionalism. The Customer Relations Team handles all customer feedback and complaints across (Company Name - Subscribers only) and is the first point of contact for our customers or their representatives.

Main Responsibilities

• Proactive and effective complaint management: You will ensure that cases are handled efficiently and thoroughly, supporting operational teams to achieve timely and high-quality outcomes for our customers, with a strong emphasis on continuous improvement and service excellence. You will also support Senior Managers and their management teams to implement improvements and drive organisational learning derived from complaints outcomes.
• Feedback system oversight: Act as the lead on a day-to-day basis for the Customer Feedback Management System, taking responsibility for its maintenance and playing a key role in its future development under the oversight of the Customer Relations Manager.
• Data management and reporting: Compile and interpret complaints data, ensuring information is analysed accurately and incorporated into reports for the attention of the Customer Relations Manager and other senior managers.

About You
This full-time, permanent role is ideal for someone who thrives under pressure and can hit the ground running. You’ll bring hands-on experience of end-to-end complaint management, a solid grasp of policy and procedure, and the ability to juggle competing priorities without compromising on detail or quality. Your analytical skills and confidence in working with data will be crucial as you oversee the integrity and development of our feedback systems.

Excellent communication skills, both verbal and written, are essential, as is the ability to handle challenging situations with empathy and professionalism. You’ll be comfortable using Office 365 and Complaint Management Systems and will have the drive to contribute positively to our team culture.

This position is offered as a hybrid role, providing flexibility to work remotely; however, the successful candidate will be expected to attend County Hall in Exeter at least once a week. Regular in-person collaboration is vital for maintaining team cohesion and supporting a positive, connected working environment.

Benefits and Working Environment
In this varied and impactful role, no two days will be the same. You’ll be supported by a friendly, professional team and enjoy the satisfaction of helping shape services that matter to our community. We offer a collaborative working environment, opportunities for professional development, and the chance to lead meaningful change across the Council.

If you’re ready for a role where your expertise and initiative will be valued, we want to hear from you. For an informal discussion, please contact CRTManager@devon.gov.uk.

How to apply
Please ensure when completing your application form that you provide a supporting statement which demonstrates how you meet the essential and desirable criteria as described in the person specification of the job description. Applications may not be taken forwards if the supporting statement is not adequately completed.

Internal Applicants, please note: If you are an existing DCC employee, please use your iTrent Employee Self Service (ESS) details to log in and apply.

Please click Apply Now to see the Job Description.

• DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages.
• Happy to Talk Flexible Working – The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
• We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• Personal data we collect from you will be processed in accordance with the Applicant privacy notice.
• For more information about Working for Devon please visit our Working for Devon page.
• We cannot consider visa sponsorship at this time. UK Right to Work is required.For further guidance on right to work in the UK, please visit: Work in the UK – GOV.UK (www.gov.uk).

Reference: REQ009401

Job Types: Full-time, Permanent

Pay: £35,412.00-£39,152.00 per year

Work Location: In person