Our client, a leading figure in the charitable finance sector, are looking to recruit for an experienced complaints officer with a strong background in customer service.
The role itself will log, investigate and respond to all complaints within the organisation, utilise data analytics to produce MI reports for senior management and lead monthly meetings.
This position is being recruited to replace an existing team member who has been promoted to another team.
As an Administrative Officer in the Complaints Team, you will play a pivotal role in ensuring the smooth operation of our complaint resolution processes.
Reporting directly to the Complaints Team Manager, you will contribute to handling various administrative tasks related to complaints while upholding the highest standards of customer service.
Key Responsibilities
Engage with residents via telephone, email, and formal written correspondence, demonstrating a customer-focused approach.
The post holder will be line managed by the Complaints Delivery Manager and together ensure we meet its duty to investigate complaints.
The post holder will maintain and develop systems for the effective management of complaints, comments and compliments on our services from patients and the public, ensuring that this is done in keeping with our Complaints Policy and Department of Health guidance.
The post holder is pivotal in supporting the Complaints Manager in providing quality assurance in relation to patient experience and improving commissioned services to patients.
I am recruiting for a local authority who is looking for a administrative Officer to work in the Complaints Team, you'll report to the Complaints Team Manager, based in the Council's offices, for a minimum of three days per week.
Your role within the Complaints Team will involve handling various administrative tasks related to complaints.
This includes engaging with residents via telephone, email, and formal written correspondence.
The Complaints and Customer Experience Officer will be responsible for investigating complaints in line with the company's, Financial Conduct Authority & Financial Ombudsman Service's procedures and guidelines.
The successful candidate will review and respond to complaints within regulatory timeframes and proactively contact customers to discuss their complaints and/or concerns.
This role will also play a key part in root cause analysis of complaints and customer feedback, supporting the Head of Contact Centre in identifying areas that the company can improve on to enhance the overall customer experience and meet customer needs.
Our client is in search of experienced Senior Complaints Officer to adeptly manage and resolve Stage 2 complaints.
This role demands the ability to conduct thorough investigations, render impartial decisions, and effectively communicate outcomes to all involved parties.
Strong interpersonal skills and a knack for creative problem-solving are imperative for fostering productive collaborations with external partners and addressing unique challenges..