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Customer Resolution Specialist 12m Maternity Cover

1 month ago

Redditch, United Kingdom The Curve Group Full time

**Customer Resolution Specialist - Redditch/Home Based**

**Basic Salary of £25,000**with**remote working**
37.5 hours a week on a rota
Full-Time permanent position

**Who are we?**

As a leader in the debt recovery enforcement sector, our customer has been operating for over 40 years' supporting hundreds of local authorities and Transport for London. You will be joining during an exciting time to become part of a team that contributeto achieving our visions for the future.

**Duties & Responsibilities**
- Investigate formal complaints regarding the service provided by the Company within the prescribed time limits
- Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints
- Resolve complaints to the satisfaction of the client, customer, third party and/or the Company by determining and instigating the appropriate corrective action
- Respond to each complaint by the most appropriate means, whether this is by letter, e/mail or telephone
- Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback
- Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future
- Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey
- Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution
- Process vehicle and goods removed cases including dealing with third party claims
- Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits
- Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary
- Assistance with any other duties that are within the scope of the job purpose

**To be successful in the role you would need to demonstrate**:

- Previous practical office administration experience
- Attention to detail - able to spot errors and rectify mistakes quickly
- Being comfortable in using a variety of technologies and software systems
- A positive and results orientated approach in a team environment
- Excellent written and verbal communication skills - able to interact effectively at all levels
- Confident in dealing with customers over the telephone - often in difficult circumstances
- You will work to procedures and policies designed for the team

If this opportunity is right for you, then hit APPLY right now

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