Customer Relations Officer

3 weeks ago

London, United Kingdom CCA Recruitment Full time

**Customer Relations Officer - Sidcup/Stratford (12 Months FTC)**

**Title**:Customer Relations/Complaints Officer

**Contract Type**:12-month FTC

**Location**:Sidcup or Stratford - Hybrid working with 3/4 days being home based

**Salary**:£28,553 per annum

**Hours**:35 hours per week

**Shifts**:Monday - Friday, shifts between 8am - 8pm (usually 8am - 4pm, 9am - 5pm, or 10am - 6pm)

CCA Recruitment are supporting a key client within the charitable housing sector to recruit Customer Relations officers. Our client is looking for talented individuals who can demonstrate strong communication skills, and those who are equally committed in making the right decision regarding complaints. You will be reviewing all Stage 2 complaint escalations via thorough, impartial reviews in time with the agreed SLA. The company strive to provide their customers a first-class service whilst also ensuring to comply with the Housing Ombudsman Compliant Handling Code.

In this role, you will be speaking with customers over the phone and understand why they have escalated their complaint, then you will be conducting investigations of each case and producing excellent written outcomes for each one. To do well in this role, you will need to have a confident approach in reviewing these cases, as well as having empathy and understanding.

You will have experience of prioritising and managing their own time. High standards of customer satisfaction are also key If this sounds like you then you will be perfect for this team

**As a Customer Relations Officer, this role involves**:

- Speaking to customers by phone to understand why they have requested their complaint to be escalated.
- Reviewing all aspects of cases and producing responses
- Completing thorough and impartial investigations of each case and producing excellent written outcomes for the case.

To be successful in this role as a Customer Relations Officer, you will need to demonstrate a high level of empathy and understanding in supporting our customers, ideally you should be:

- Understanding
- Empathetic
- Caring nature

**Skills & Experience required as a Customer Relations Officer**:

- Exceptional administrative skills
- Able to produce letters to a high standard including a review of your investigation
- Excellent communication skills
- Capable of meeting and exceeding targets
- Thrives working in a fast-paced environment
- You must have a confident approach in reviewing escalated cases as you will need to challenge decisions that may have already been agreed from other business areas therefore it is essential you have excellent and effective communication skills.

**As a Customer Relations Officer, you will get**:

- Full Training and support
- 26 holidays rising to 31 days length of service
- Excellent pension scheme
- Employee Assistance Programme
- Non-Contributory Life Assurance

We continually strive to provide a first-class service to our customers and are equally committed in making the right decisions with complaints. With the Housing Ombudsman Complaint Handling Code we must ensure we comply with the code and this role is an opportunity to develop skills you already have and review all Stage 2 complaint escalations, impartially, thinking outside of the box and producing excellent responses to escalated cases.

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £28,553.00 per year

**Benefits**:

- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: Hybrid remote in London

Application deadline: 06/01/2023

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