Customer Feedback

2 weeks ago

Bristol, United Kingdom Brighter Places Full time

We have an exciting new opportunity for a **Customer Feedback & Quality Assurance Officer** to join our team based in** Bristol**. You will join us on a **full time, permanent basis, working 37 hours per week**. In return, you will receive a salary of **£28,265 **per annum.**

**About our Customer Feedback & Quality Assurance Officer** **role**:
Are you looking for a place to belong and help others find their way home? We’re looking for a Customer Feedback and Quality Assurance Officer to help make a difference every single day.

In this role you provide a customer focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.

We value colleagues who consistently demonstrate and champion our values and who create positive relationships with colleagues, customers and stakeholders.

**Key Responsibilities as our Customer Feedback & Quality Assurance Officer**:

- Deliver the complaints management process by ensuring effective logging of complaints, tracking responses and escalations, recording outcomes and collating required information.
- Ensure all learning from complaints, customer comments and suggestions are agreed, captured and reported.
- Produce a holistic overview of what customers are experiencing using insight from a variety of sources such as systems, customer feedback, colleague feedback, social media and quality assurance checks.
- Monitor external good practice and make suggestions as to how this can be incorporated within Brighter Places.
- Support customer involvement and community development.

**About our Customer Feedback & Quality Assurance Officer**:

- Experience of complaints handling/administration.
- Knowledge and experience of working in a customer focused environment.
- Experience of utilising data systems, processing data and updating records.
- Experience of dealing with customers in stressful situations.
- Great customer service skills.
- Ability to communicate clearly and accurately with a wide range of internal and external customers.
- Excellent IT skills and ability to use Microsoft Office packages.
- Ability to put customer needs at the centre of service provision.
- Can do attitude.
- Keen eye for detail.
- Resilient when handling conflict.
- Determined to go the extra mile.

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