Specialist Advisor

**Specialist Advisor (Customer Complaints) - Eastbourne**

**Salary: £** **12.44 Per Hour**

**Full Time: Monday to Friday - 09:00am to 17:00pm (Hybrid Working)**

**Role Purpose**:
To own and pro-actively manage customer complaints, compliments and enquiries, ensuring that responses are in line with policy, statutory and regulatory requirements and supported by technical investigation, leading to early and effective resolution.

**Responsibilities**:

- To recover customer relations by negotiating suitable resolutions to complaints with customers, maintaining and enhancing homes first example reputation with customers, stakeholders, and partners.
- To take responsibility for delivering outstanding customer service by responding to and resolving customer complaints and enquiries.
- To manage data capture and reporting across a range of key performance measures and work with colleagues to identify, develop and implement service improvements and reduce re-occurrences of complaints.
- To proactively manage relationships with colleagues, customers, contractors, and other stakeholders through regular, timely and professional written and verbal communications.
- Make decisions in conjunction with service leads on the award of compensation payments and good-will gestures within an agreed schedule.
- Handle and respond to incoming complaint demand on behalf of homes first, negotiating suitable resolutions at the earliest point of contact.
- Provide high standards of specialist advice and support, co0ordinating technical investigations and liaising with colleagues to resolve complex cases and enquiries as they arise.
- Be accountable for complex or contentious complaints and enquiries, liaising with customers, contractors, MP Offices and external agencies and partners as required.
- Accurately capture and record performance information and other data relating to complaints, MP Enquiries and Fot requests producing reports and using performance measures to support service and performance improvement.
- Work collaboratively to provide a seamless service to customers, specifying and managing projects, budgets, and contracts that deliver customer and corporate objectives.
- Prepare and present reports to homes first strategic leadership team, Eastbourne homes ltd. Board, cabinet, committees and other internal and external meetings, as required.
- Collate learning from complaints to support strategy, policy and procedural development and improvements.
- Keep abreast of changes in statutory and regulatory requirements and ensure that changes are incorporated in working practices across homes first.
- Ensure personal, professional development is maintained to the required standards.
- Actively update all information systems in accordance with data protection principles.

**We offer**:

- 24 hour one on one specialist consultant based within your geographical area
- 4Recruitment Services Employee Benefits Programme
- Our own dedicated payroll support ensuring you get the full benefits of your payment

**Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.**

To discuss this vacancy or other vacancies in your area please contact **Megan Eastop

**Job Description