We are looking for Temporary Complaint Officers to join our clients Customer Service Team for a 12 week contract. The role will be to resolve complaints both over the phone and emails, supporting customers through their complaints journey, investigating cases, and ensuring a fair outcome. You will also play a key role in identifying systemic issues to prevent future complaints.
Day to Day of the role:
- Serve as a customer experience expert and brand ambassador.
- Act as the first point of contact for customers, acknowledging complaints and informing them of the next steps.
- Investigate complaints thoroughly and impartially to reach a fair conclusion.
- Clearly and concisely communicate findings and outcomes to customers and stakeholders.
- Collaborate with other departments and external stakeholders, such as the Housing Ombudsman, contractors, and local councillors.
- Provide feedback to colleagues, managers, or teams as necessary.
- Identify and suggest improvements to systems, processes, policies, or training that may lead to complaints.
Required Skills & Qualifications:
- Exceptional written communication skills with attention to detail in spelling, grammar, and punctuation.
- Initiative and decision-making ability, with a sensitive and fair approach.
- Customer-focused with a polite and empathetic telephone manner.
- Strong time management skills to meet deadlines.
- Experience in customer service and handling complaints or challenging conversations.
- Confidence in working towards KPIs and meeting deadlines.
- Proficiency in Microsoft Office packages, including Outlook, Word, and Excel.
- Ability to analyse complex complaints and customer feedback, and evidence findings.
- Commitment to embodying the organisation's Values and Behaviours.
Please apply today for immediate consideration.