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Complaints Officer

4 months ago

Eastleigh Hampshire, United Kingdom Workshop Recruitment Full time

The Complaint Officers are 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.

The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers.

Main Duties

  • Become a customer experience expert and brand ambassador, providing the highest standard of customer service.
  • Act as the first point of contact for our 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 our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
  • Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including regulators, contractors, and local councillors.
  • Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities.

Skills and Knowledge

  • Experience of working within a complaint handling role, with the ability to analyse complaints and customer feedback issues and evidence findings.
  • Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
  • Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service.
  • Keen attention to detail.
  • Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy.
  • Problem-solving skills, with an eager, positive, and proactive approach.
  • Ability to manage workload to ensure timescales are met, in a fast-paced environment.
  • A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
  • Strong organisational skills.
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