Customer Resolutions Officer

2 weeks ago

Northampton, United Kingdom Newlyn Plc Full time

**Job Title**:Customer Resolutions Officer

**Department**:Customer Resolutions

We believe in cultivating positive relationships, with our clients, our customers, and our people.

Professional, friendly service runs through everything we do and we're keen to develop our team’s passion, innovation, and integrity.

We want 'To be the **best** at what we do **today**, and in the **future** for our **staff**, **clients** and **community'**

**What will you be doing?**

You'll be responsible for ensuring that Newlyn takes a proactive approach to resolving all external customer and Client complaints across the business. You’ll be investigating complaints and responding with fair, 'outcome-based' resolutions. You'll be highlighting root causes and developing creative process improvements.

You'll really take the time to understand our customers' and Clients’ individual circumstances, and truly want to make a difference.

We know all of our customers and Clients are unique, so you can expect lots of variation every day.

We'll also be asking you to prepare evidence, submit regular reports and dealing with information relating to Subject Access Requests.

**Key responsibilities include**:

- Conducting thorough investigations into the facts of all complaints and correspondence in order to ensure the right outcome is reached
- Ensuring all complaints are resolved in adherence with the correct Company procedures and policies and within the defined SLAs
- Supporting RTD Parking Appeals within Client Guidelines
- Promoting continuous improvement to procedures and processes in immediate areas of work in order to improve client and customer experience
- Assisting in the analysis of the causes of complaints looking to identify trends and working with the Management team to implement solutions
- Taking minutes, drafting complex response letters, and managing all casework
- Supporting the litigation process by preparing case files, drafting correspondence (as required)
- Liaising with all internal departments to improve KPIs
- Delivering against agreed targets within the team and individually
- Attending training to develop relevant knowledge, technique, and skills.
- Dealing with all written correspondence into Newlyn such as enquires, welfare and broken arrangements
- To assist with other duties when required

**A bit about you.**
- You’ll have in-depth experience of administering the complaints process (or similarly complex process) and a level of project management.
- You’ll have knowledge of multi-faceted complaints and the range of reasonable responses
- Confident and professional attitude in a range of settings, including answering calls or attending meetings with all clients and internal stakeholders developing and maintaining good client relations
- Ability to work on own initiative, making sound decisions, in accordance with the business targets.
- Able to work well under pressure and deal with calls of the nature of the business (Enforcement)
- Team Player and Self Motivated with the flexibility to adapt in all situations
- Excellent knowledge of Microsoft software and a good grasp of math’s and spreadsheets
- Results orientated with a positive outlook
- Able to work well under pressure and able to prioritise efficiently

**Technical Qualifications/Requirements**
- An up-to-date knowledge of relevant industry standards
- Skilled at using Newlyn’s internal systems to gather information
- Knowledge of Road Traffic and Council Tax Debt
- Microsoft office including excel and PowerPoint

**What’s on offer**:

- A friendly and flexible culture
- A growing organisation that defines itself as being the best at what we do
- A drive for continuous improvement, which you will be empowered to get behind from day one
- A communicative, accessible, and approachable team

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.

**Our Values**

Everything we do is shaped by the six Values of Human, Accountable, Passion, People, Integrity, Innovative. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

**Our Diversity**

We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.

**Our Benefits**

Our colleagues are unique and that’s why we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health cash plan and all the tools, technology, and support to help you become the very best you can be.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Company pensi

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