The Royal Borough of Kensington and Chelsea
Customer Relationship Officer
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Turn resident feedback into meaningful action and ensure every voice in Adult Social Care is heard
As our Customer Engagement Officer, you’ll play a central role in driving service improvements across Adult Social Care. It’s a role with genuine, council-wide impact, a chance to listen to our residents, turn their feedback into positive change and ensure our services continuously evolve to meet community needs.
What you’ll be doing
Your focus will be managing resident feedback from receipt right through to resolution, handling statutory complaints, Member and MP enquiries, Freedom of Information requests, Subject Access Requests and compliments. You’ll communicate sensitively with residents and their representatives, offering clarity and practical advice while ensuring all correspondence is handled confidentially, objectively and within strict statutory timescales.
Beyond case management, you will actively drive service improvement across Adult Social Care. You’ll analyse feedback trends, support Ombudsman investigations and share key learnings back with operational teams and senior leaders.
Collaborating closely with colleagues across social care, quality assurance and legal services, you will help turn insights into practical recommendations that raise overall service standards and improve resident outcomes.
For further details, please review the Job Description and Person Specification [https://www.rbkc.gov.uk/pdf/jds/JD%20Customer%20Engagement%20Officer%20%281%29.pdf]
What you’ll bring
You’ll bring hands-on experience in customer feedback, complex complaint resolution or case management within a regulated setting. You have a strong understanding of social care legislation and statutory complaints procedures, including the Care Act 2014, General Data Protection Regulation and Freedom of Information rules.
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You’re an excellent communicator – someone who can draft clear, empathetic and evidence-based responses under pressure, adapting your communication style to suit sensitive situations. You bring outstanding organisational skills and resilience in fast-paced environments, alongside a collaborative approach to solving complex problems.
Most importantly, you’re someone who acts with integrity and fairness, with a genuine commitment to ensuring resident voices directly shape and improve our services.
Why join us
At RBKC, we’re all in – investing in our people, our communities and our future.
You will join a highly supportive and collaborative team that works across departments to achieve meaningful outcomes. This role offers a unique opportunity to gain broad exposure across two London local authorities, working closely with senior leaders, operational managers, elected members and external organisations. We offer continuous learning, professional development opportunities and competitive benefits to help you thrive in your career.
About us
Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.
As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.
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In this role, being 'all in' means getting stuck into complex casework and handling sensitive resident feedback with care and diligence. Navigating tight deadlines and challenging situations won't always be smooth sailing, but every ounce of effort pays off when resident feedback leads to lasting service improvements and opportunities for growth.
Position and Interview Details
This role will require a standard DBS check.
Interviews will take place W/C 14/09/26
Working Style
You’ll be based in the Borough for three days a week, playing a key role in serving the local community. Whether you’re working in the office or remotely, you’ll be part of a dedicated team improving resident experiences across two London boroughs.
Ready to join us?
We’re all in – are you? If you share our values and have the skills to contribute, we’d love to hear from you.
Please apply online explaining how you meet the requirements set out in the person specification and job description.
We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.
We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range.
Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.
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