Job Title: Complaint Officer
Salary: £16.06 P/H
Hours: 37
Type: Temporary Ongoing
Location: Eastleigh, SO50
Start Date: ASAP
Work Pattern: Monday - Friday | 09:00am - 17:00pm
Our Complaints Centre of Excellence is committed to resolving customer complaints with both diligence and care. As a Complaint Officer, you will play a vital role in guiding customers through the complaints process, ensuring that their concerns are investigated thoroughly and resolved in a fair and timely manner. This role is essential for maintaining high standards of customer satisfaction and continuous improvement.
Key Duties and Responsibilities:
- Serve as a customer experience expert and brand ambassador.
- Act as the initial point of contact for customers in the complaint process, acknowledging complaints and informing customers of the next steps.
- Investigate complaints, evaluate each case on its merits, and determine an appropriate outcome.
- Clearly and concisely communicate findings and outcomes to customers and stakeholders.
- Collaborate with other departments and external stakeholders, including the Housing Ombudsman and local councillors.
- Provide feedback to colleagues, managers, or teams when necessary.
- Identify potential areas for system, process, policy, or training improvements and suggest opportunities for enhancement.
Qualifications and Experience:
- Ability to make informed decisions while acting sensitively and fairly.
- Customer-focused with a polite and empathetic approach.
- Capable of managing workload effectively to meet deadlines.
- Experience in customer service, particularly in handling complaints or difficult conversations.
- Familiarity with Microsoft Office, including Outlook, Word, and Excel.
- Ability to analyze complex complaints and provide evidence-based findings.
If you require any additional information regarding the position, please call David at Service Care Solutions on or send an E-Mail to