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Customer Resolution Officer

4 months ago

Harlow, United Kingdom Marston Holding Limited Full time

Vacancy ID:

- 035263
- Town:

- Harlow
- Closing Date:

- 21-Mar-2023
- Salary:

- £20,767.50

Marston Holdings Limited has an exciting opportunity for a Customer Resolution Officer to join their team on a full time, permanent basis. This is a hybrid role with some travel.

The role of a Customer Resolution Officer is to record, investigate and respond to complaints via multiple channels including written, electronic, and verbal. Our aim is to deliver communications effectively and professionally, whilst always aiming for a first-time resolution.

Role & Responsibilities:

- Handle all enquiries and correspondence received via Customer Care to ensure all contact is effectively resolved or forwarded as appropriate.
- Ensure all complaints are handled and are accurately recorded on the case management systems using IT systems effectively.
- Ensure daily audit information is corrected in a timely manner.
- Deal with telephone calls/queries from other departments in a timely, efficient, and polite manner and effectively resolve complaints.
- Locate, save, and manage the deletion of all enforcement agent Body Worn Video - BWV- footage and view as part of enforcement agent complaints.
- Investigate and respond to high profile complaints, as directed.

What are we looking for?
- Agile approach to change, business requirements and open to new ideas.
- Customer focused and excellent interpersonal skills.
- Have the ability to manage a large amount of information and to make informed decisions.
- Good organisational and time management skills.
- Good written and verbal communication skills and confident communicator at all levels.
- Experience of using Microsoft Office 365 including Excel, Word, Powerpoint and Teams.
- Have experience or exposure to having empathy when dealing with vulnerable customers.

What’s in it for you?
- Hybrid working
- Healthcare cash plan
- Staff benefits designed to suit your lifestyle - from discounts on retail shopping, travel, and socialising to health & wellbeing
- Life insurance NB DIS
- 24 days + bank holidays
- Cycle to work scheme
- Bronze apprenticeship/upskilling programme

If this sounds like the job for you, please apply.

Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.