Customer Complaints Coordinator
2 weeks ago
MMP Consultancy are working with a fantastic organisation to recruit a Complaints Officer to work on a fixed term contract based in Bracknell.
**Responsibilities**:
- Working across the business to ensure that you effectively manage and respond to customer feedback
- Record, manage and respond to all customer feedback including complaints, compliments and compensation requests; to ensure they are investigated and managed in line with agreed policy and procedure
- Monitoring all forms of social media to identify any actual or potential complaints and ensure they are managed in line with agreed policy and procedure
- Providing training and support to colleagues to improve their approach to mitigating, responding to and resolving complaints in a consistent way; and acknowledging compliments
- Using insight gained from feedback through the customer complaint surveys to identify ways to improve the complaints journey
- Coordinate and respond to MP, councillor, and other agency enquiries; and build trusted relationships with them
- Working with relevant senior managers to mitigate complaints going to the housing ombudsman and then help facilitate our response if they do
- Assessing the learnings the business can take from the complaints and share with relevant stakeholders across the business
- Regularly analyse complaint data and produce detailed reports that enable lead partners and their managers to understand key trends, patterns and issues
Skills & Experience
- Experience of managing and responding to customer complaints
- Contact centre experience or housing knowledge; this is not essential as full training will be provided
- Understands the needs of customers and communities
- Excellent written and verbal skills
- Obsessive customer service ethic
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