We are looking for an articulate, detail-orientated and customer-focused Customer Relations Officer to join our Customer Relations and Information Governance function.
This role plays a key part in ensuring the Council meets its statutory and regulatory obligations in relation to Freedom of Information (FOI) requests, customer complaints, MP and Councillor enquiries, Ombudsman cases, Subject Access Requests, GDPR and wider information governance enquiries.
You will act as a first point of contact for customers, Members of Parliament and internal stakeholders, managing a high volume of correspondence across email, telephone and written channels. You’ll be responsible for assessing, tracking, allocating and monitoring cases, ensuring responses are provided accurately, clearly and within statutory timescales.
This is a fast-paced role requiring excellent written communication skills, sound judgement and the ability to manage competing priorities.
Contract: To start ASAP until Nov 2026
Location: Reading RG1
Hybrid: Monday is a mandatory office day, the rest of the week is remote.
Payrate: £17.47 p/h PAYE
Working Hours: Monday to Friday 9:00am to 5:00 pm
What You’ll Be Doing*Managing a caseload of complex and sensitive customer enquiries in line with legislative and procedural requirements
*Acting as a first point of contact for customers, MPs and internal services via phone, email and correspondence
*Assessing and allocating enquiries to the appropriate service areas and monitoring progress to ensure deadlines are met
*Carrying out quality checks on responses to ensure they are clear, complete and compliant with defined standards
*Providing advice and support to complainants and keeping them informed throughout the enquiry or complaints process
*Liaising with colleagues across the organisation to collate accurate and timely responses
*Identifying service improvements and making recommendations to enhance customer service, quality assurance and working practices
*Maintaining accurate records and case data using CRM and electronic document management systems
What We’re Looking ForYou’ll be someone who thrives in a regulated, customer-focused environment and can handle a high volume of casework with professionalism and attention to detail.
Essential requirements include:
*A good general level of education, including GCSE (or equivalent) in English (grade C or above) and Maths (grade B or above), or demonstrable equivalent experience
*Experience working within a customer relations, complaints, or regulated information environment
*Excellent written and verbal communication skills with advanced grammar and language comprehension
*Confidence handling complex enquiries and communicating regulatory information clearly
*Strong organisational skills with the ability to prioritise and manage your own workload
*Experience using IT systems such as CRM, Excel and electronic document management systems
*A collaborative approach with strong interpersonal skills and a commitment to high-quality customer service
Working Arrangements*Hybrid working: Office-based on Mondays, working from home Tuesday to Friday
*Standard working hours are 9am–5pm; overtime is not encouraged
*Full training will be provided