Customer Experience Officer

2 weeks ago

London, United Kingdom Service Care Solutions Full time

Job Title: Complaints Handler

Lewisham SE1 , hybrid working once trained (4-6 weeks office based)

Contract Type : 6 months temp

Monday-Friday 35 hours per week

Start Date: ASAP
The Complaints role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and delivery of the overall complaints & Insight function. As brand ambassador for the team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement. As Complaints Officer you will:


The responsibility for the Repairs Service complaints performance ensuring we meet KPI's.
To provide and promote a professional and good quality service to both internal and external customers.
To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
To ensure all complaint responses to Informal, stage 1, 2 and 3 complaints, General Enquiries, MP, Mayoral, Councillor, Premature Ombudsman, Ombudsman, Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.
To allocate all Repairs Service related complaints, enquiries and comments. Review background, complaints history and systems to ensure allocation to Investigating Officer (IO). Following up where necessary and reporting direct to management/senior management as and when issues arise.

Experience of working within a complaint's resolution environment
A understanding of social housing sector.
A 'can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.
A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
An understanding of how to manage difficult conversations face to face and by telephone
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)
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