0 Hits

Job Title: Member Liaison Officer

Salary: £30,000 - £35,000


Capita is committed to achieving Customer Focus Excellence, in the way it supports and responds to Members, MPs, partner agencies, colleagues and the wider community, to ensure queries and complaints are resolved efficiently, effectively and to agreed service level standards.

We are seeking an individual to help manage and develop our commitment to Customer Focus Excellence through the provision of an efficient and effective level of Member engagement, consultation and customer care service in relation to services delivered on behalf of our Local Authority partners

The role of a Member Services Manager is central to the achievement of a positive public view of Capita and its Local Authority partners and the services it delivers. The successful candidate therefore needs to hold the relevant skills and display the necessary personal qualities as outlined in the Job Description and Person Specification.

Key Areas of Responsibility

* Customer Service

* Community Engagement

* Consultation

* Responsiveness and Efficiency

* Systems Update and Reporting

* Monitoring and Escalation Point

* Business Development


* To report directly to Capita's Director of Communities

* To be the single point of contact for MPs, Members, partner agencies and key community stakeholders in relation to service delivery

* To acknowledge, resolve and respond to Members, MPs, partner agency and wider key community stakeholder inquiries and queries within agreed target times, in a courteous and professional manner.

* To attend and represent Capita at partner or community based meetings, as required (may require evening and weekend attendance)

* To undertake presentations at public meetings, where necessary.

* To work together with the relevant officers, both within Capita and Local Authority Partnerships to identify any service standard improvement opportunities and improve efficiency.

* To respond to, and address, any negative public perceptions, as well as challenge misinformation.

* To efficiently and effectively record details of Members, MPs, partner agency and wider key community stakeholder inquiries, requests for service, comments and responses on agreed corporate systems

* To appropriately monitor response times and record progress and outcomes.

* To liaise with appropriate Business Centre staff to ensure effective and satisfactory conclusions to inquiries and queries.

* To escalate unresolved inquiries and requests for service to the appropriate Business Centre Manager and the Director of Communities

* To maintain a good level of understanding and knowledge of Capita Local Government services at all times.

* To liaise closely with Business Centre colleagues, Communication's Co-ordinator and Director of Communities to agree appropriate levels of information sharing and communications around both planned, as well as reactionary works to allow Members and key stakeholders to be remain fully informed of planned service delivery and progress

Personal Specification

* Outstanding interpersonal skills with the ability to engage with MPs, Members, partner agencies, key community representatives, residents, businesses and colleagues by e-mail, telephone, face to face and at public meetings in a confident and professional manner.

* Experience of wide-reaching community engagement.

* Excellent verbal and written communicator, with the ability to respond positively to requests for help, take ownership of problems, and act quickly to achieve resolution

* Shows enthusiasm for local involvement, willing to support local people to help shape services and be involved in decision-making processes that may present themselves.

* Displays a 'can do' attitude, even in demanding situations

* Willingness to 'go the extra mile' and be persistent in achieving answers.

* Ability to use own initiative to seek out potentially non-traditional routes to resolution of raised queries.

* Ability to develop and maintain effective internal and external networks and information sharing opportunities.

* Ability to document and maintain accurate records.

Capita Competencies for this role:

* Team Working - co-operating with and respecting colleagues to exceed the sum of individual efforts
* Customer Service - creating the best possible experience for capita clients and their customers
* Communication - the ability to listen, express and articulate information effectively
* Performance Management - delivery of business objectives through effective setting of personal and team goals
* Results Focused - getting the job done in an efficient way through effective time, task and financial management
* Leadership - Inspiring, supporting and developing others to achieve outstanding levels of performance.
* Commercial Awareness - contribution to the business through awareness of Group services, the business unit's purpose and its market place, and identification of new opportunities
* Innovation & Continuous Improvement - suggests ideas to improve process, customer service, quality and safety

Follow Capita on twitter @capitacareers
Follow Capita on facebook @careersatcapita

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

Sorry, comments are unavailable..