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Customer Resolution Partner

3 months ago

Letchworth, Hertfordshire, United Kingdom Settle Full time

The Customer Resolution Partner is responsible for providing a comprehensive, sensitive and effective complaint resolution service, working collaboratively with internal colleagues and external customers to investigate and resolve sometimes complex issues raised in line with the complaint handling code.

You will provide consultancy, advice, support, training and guidance to colleagues concerning complaints, comments and compliments.

You will analyse and share lessons learnt in order to improve services, ensuring that the root cause of the complaint and the learning outcomes are recorded to identify ongoing service improvements and an enhanced customer offer.


Making it happen:

You will:


Partner, and work collaboratively with colleagues in all service areas to deliver a complaint resolution for the customer as quickly as possible and in line with regulated requirements, taking ownership and keeping the customer informed on the actions you are taking.


You will also:

  • Be the custodian of our customer complaint process, ensuring records are accurate and providing training or support to colleagues where required.
  • Work directly with customers and/or their representatives providing regular updates with their case with all interactions recorded on Ql/Documotive and fed into any decision on how to progress the complaint and respond to the complainant.
  • Manage high volume of sometimes complex complaints that arise daily, making sure they are acknowledged, correctly assessed, recorded and responded to in line with complaint handling policy
  • Prepare and produce comprehensive, accurate responses in writing to customers and the Ombudsman
  • Liaise with service managers, heads of service, and senior leaders to coordinate a response to customers within published timeframes.
  • Carry out Quality Assurance checks once a complaint has been resolved to ensure we continue to deliver a consistently good customer experience.

A basic must

Able to:

  • Strong customer service experience demonstrating an ability to communicate professionally whilst building and maintaining rapport.
  • Demonstrate impartiality and pursue a matter to achieve the right outcome.
  • Strong written and verbal communication.
  • Ability to present findings and identify solutions to service areas in light of customer feedback received.
  • Well organised, able to manage own workload and proactively drive customer complaints through to resolution.
  • Able to see the 'bigger picture' in terms of telling and embedding the customer story across the business.
  • Work with colleagues at different levels to achieve the quickest resolution for the customer.