Job Description

About Us:

THE EXTRAORDINARY STORY OF HAYLEA\xe2\x80\x99S UNBEATABLE SPIRIT
Westminster City Council is a world of extraordinary stories. Where people use their optimism and talent to achieve more than anyone thought possible.
Nobody personifies this more than Haylea Navarro. Born with cerebral palsy and paralysed down one side since birth, Haylea has been gleefully proving people wrong ever since. Now a project officer, she brings faster broadband connectivity to Westminster businesses, boosting the economy for all. Throw in her gong at the 2020 London Apprenticeship Awards, and it\xe2\x80\x99s clear for all to see just what can happen when you never give in.

The Role:

As a Communications, Correspondence and Complaints Officer within our Public Protection and Licensing team, you can make your own powerful contribution by helping us ensure our residents and local businesses aren\xe2\x80\x99t being disturbed by inconsiderate behaviour and actions. We receive all types of complaints, so every day is a fantastic learning curve! And this in turn will provide you with a great deal of variety as you take the lead in how correspondence regarding complaints should be developed, plus you will deliver innovative communications that connect with the desired audience.
With a great deal of autonomy in the role, we will encourage you to develop a strategy for both internal and external communications, and you will personally deliver and assess the success of these plans. This will include exploring options for internal communication channels in order to connect with members of our team, plus continuing our work to develop our external web pages.
Working closely with the senior leadership team, you will identify ways in which we can promote the great work that the team is doing, and you will be a trusted advisor to various heads of service on how complaints could most effectively be responded to.
This is a multilayered role in which you will have great visibility within the council, particularly as you will also shape insightful reports that will feed into audits, performance reviews and policy development \xe2\x80\x93 so if you\xe2\x80\x99re looking for an in-depth challenge, then this will be perfectly suited to you!
Please refer to the for more information.

About You:

It\xe2\x80\x99s important to us that we are delivering a professional service in which duplicated correspondence is minimised, and high-risk complaints are being handled effectively, possibly even leading to the development of project-based interventions. You will therefore thrive with us if you have plenty of creative ideas on how to deliver reassuring communications that will champion the amazing work being done by our team. Coming from a communications background, you will have strong verbal and written skills, with a good knowledge of coordinating and developing projects. You will also know how to coordinate governance processes, which will ideally be complemented by experience in customer service within a public sector environment.
On a practical level, you will be comfortable using web-based systems, so a good working knowledge of Excel, Word, PowerPoint, Project, SharePoint and other Office 365 online applications would be highly valued. It would also be really helpful if you have the flexibility to occasionally work beyond normal hours (such as when you are attending ward meetings or connecting with residents).

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council\xe2\x80\x99s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city\xe2\x80\x99s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.
At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties
As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.
The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.