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The Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers. Main Duties Become a customer experience expert and brand ambassador, providing the highest standard of customer service. Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next. Conduct investigations into complaints received and reach an outcome based on the merits of each case. Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case. Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including regulators, contractors, and local councillors. Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities. Skills and Knowledge Experience of working within a complaint handling role, with the ability to analyse complaints and customer feedback issues and evidence findings. Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly. Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service. Keen attention to detail. Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy. Problem-solving skills, with an eager, positive, and proactive approach. Ability to manage workload to ensure timescales are met, in a fast-paced environment. A good working knowledge of Microsoft office packages including Outlook, Word and Excel. Strong organisational skills.
We are currently recruiting a Complaints Officer role on behalf of our client where you'll be working for a fabulous organisation based in Eastleigh. This will be the perfect opportunity for someone who has had customer service based experience who now wants to broaden their skill set, and also the perfect opportunity to get into a more office based environment. Full training for this role will be provided. The Complaints Officer Role This role will involve a variety of customer service tasks including: Being the first point of contact for customer concerns, ensuring that issues are identified and are fed back to the appropriate department. Respond quickly and effectively to customer queries. Dealing with answering both telephone calls and emails. Ad-hoc administrative tasks. Liaising with other departments across the organisation. The Ideal Candidate To be considered for this role you must show excellent written and verbal communication skills. You should also be confident dealing with customer queries and being able to handle them in an efficient and professional manner. Attention to detail and being able to work on a computer is also key. This company really cares about their customers, so it is important that you also have that care factor. Additional Information Please note, due to the volume of applications we are unable to contact each applicant individually. If you have not heard from us within 3 days of application please assume that you have been unsuccessful on this occasion.