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Eastleigh, Hampshire, United Kingdom The Workshop Full time{"title": "Senior Complaints Officer", "description": "Job SummaryWe are seeking a highly skilled and experienced Senior Complaints Officer to join our team at The Workshop. As a key member of our customer experience team, you will be responsible for resolving customer complaints in a timely and professional manner.Main ResponsibilitiesInvestigate and...
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Customer Experience Officer
4 months ago
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.
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.
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.
Experience of working within a complaint handling role, with the ability to analyse complaints and customer feedback issues and evidence findings.
Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service.
A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
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