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Customer Complaints Officer

1 month ago

Portsmouth Hampshire, United Kingdom Workshop Recruitment Full time

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Customer Complaints Officer Job Description

Our client, are looking for a competent Customer Relations Office who can be responsible for the management of the Compliments, Complaints, Customer Portal, Customers Satisfaction and Customer Texting Service.

Working in a contact centre environment you must be focused on delivering customer service excellence to ensure the right outcome are achieved. You must have a positive, professional, and versatile attitude at all times. You will need to have excellent interpersonal skills and maintain a level headed approach when dealing with contentious situations.

To be successful you will need to have a minimum of 2 years Customer Service Experience with previous complaint or dispute handling and investigation experience.

Duties include

  • Managing the end-to-end process for all information received maintaining the Compliments and Complaints register and customer portals.
  • Ensure Compliments and Complaints are being dealt with in a timely manner.
  • To provide customer service excellence for all internal and external customers.
  • Work closely with the relevant management teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer.
  • Manage customer satisfaction feedback to identify issues to resolve immediately and trends to be addressed for continual improvement.
  • Work with other teams to learn lessons and prevent similar complaints in the future.
  • Ensure you understand the service delivery model and our purpose “Right Work at the Right Time”.
  • Use data and measures to monitor performance of Complaints and Compliments that identify areas for improvement.

Skills required

  • Be very comfortable to operate in a changing and evolving environment, enjoying the challenge, and embracing change with a positive attitude.
  • Possess good interpersonal skills and ability to communicate at all levels in a professional manner.
  • Able to communicate with the wider teams and be able to remain professional even when issues are contentious.
  • Have an empathetic, patient and positive attitude.
  • A confident and professional telephone manner.
  • Have good intermediate computer skills in all MS Office applications and be very comfortable with using MS Excel to manage registers and manipulate data.
  • Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.

Salary and Benefits

  • 8.30 – 5pm Monday to Friday (40 Hours per week)
  • 23 days holiday increasing with time served
  • Buy and Sell up to 5 days holiday
  • Life Assurance
  • Discounted Gym Memberships
  • Contributory pension scheme
  • Employee Assistance Programme
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