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Do you have experience in complaint handling, resolutions and responsibility in decision making?

If so, this role could be ideal for you!

Working in a dedicated team, you will be resolving customer complaints verbally and in writing within a timely manner. You will be 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.

Duties and responsibilities

Learn and become a customer experience expert and brand ambassador.
Act as the first point of contact for 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 customers, and stakeholders, clearly and concisely, constructing a strong verbal and written case.
Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including the Ombudsman, contractors, and local councillors.
Assist with any necessary feedback to individual colleagues, managers, or teams.
Identify areas of the systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.

Knowledge, skills and experience required

Excellent written communication skills (spelling, grammar, punctuation) and ability to deliver a message clearly.
Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
Customer focused, with a polite and empathetic telephone manner.
Ability to manage workload to ensure timescales are met.
Experience in customer service and dealing with complaints or difficult conversations.
Experience and confidence in working towards KPI’s and meeting deadlines.
A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
Ability to analyse complex complaints and customer feedback issues and evidence findings.

Working hours