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Customer Relations Administrator

2 months ago

Eastleigh, United Kingdom Service Care Solutions Remote Work Freelance Full time
Job Title: Customer Relations Administrator
Salary: £26,958.75 per annum
Hours: 37
Type: 3 Month FTC (Potential for Perm)
Location: Eastleigh, SO50
Start Date: ASAP

The client's Customer Relations Team is dedicated to resolving customer complaints both orally and in writing in a timely manner. The Team is also responsible for identifying and addressing issues that could affect other customers. Customer Relations Administrators support the team by managing the customer-facing inbox, logging, triaging, and allocating cases, preparing information to support complaint investigations, and completing other administrative tasks as required.

Key Duties and Responsibilities:

Manage the Customer Relations and Customer Engagement Inbox, ensuring accurate triage of inbound contact and assessing risk within the specified service level agreement.
Effectively handle contact from internal and external stakeholders (Housing Ombudsman, MPs/Cllrs, Citizens Advice Bureau, Local Government Agencies, etc.), ensuring timely responses.
Process BAC's payments promptly in line with Audit requirements.
Respond to service inquiries from customers by phone as needed.
Maintain and update the Customer Relations Team spreadsheets and trackers, ensuring accuracy for Stage 2 and Housing Ombudsman Complaints.
Perform general system administration, including triaging, logging, and closing complaints, and maintain good quality data on the client's systems.
Support Stage 2 complaint administration, including collating customer panel bundles and attending meetings to produce detailed and accurate minutes.
Collate information to support Housing Ombudsman Investigations and respond to Housing Ombudsman Enquiries.
Collate information to support Data Protection, Legal, and Insurance Team requests.
Support the wider Customer Relations Team in other administrative activities as required.
Conduct customer satisfaction surveys by text and phone following completion of Stage 1 and Stage 2 of the client's complaint process.

If you require any additional information regarding the position, please call David at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)