Customer Resolutions Advisor

6 months ago

Kenilworth, United Kingdom Ground up Property Services Limited Full time

**Job Description: Resolutions Assistant**

Are you a detail-oriented and proactive individual with a knack for problem-solving? Do you thrive in a fast-paced environment and possess strong communication skills? If so, we have an exciting opportunity for you to join Ground Up Property Services as a Resolutions Assistant. In this role, you will be responsible for addressing client complaints, investigating aged debt, ensuring staff compliance with processes, and conducting file audits.

**Position: Resolutions Assistant**
**Company: Ground Up Property Services**
**Location: Kenilworth**
**Employment Type: Full-time**

**About Us**:
Ground Up Property Services is a leading national facilities maintenance company committed to providing exceptional service to our clients. We take pride in our dedication to excellence and our collaborative team environment.

**Role Overview**:
As a Resolutions Assistant, you will play a vital role in addressing client complaints, investigating aged debt, ensuring staff compliance, and conducting file audits. Your ability to analyse and resolve issues efficiently will contribute to maintaining high standards of service and client satisfaction.

**Key Responsibilities**:

- **Client Complaints**:

- Handle client complaints promptly and effectively, aiming for swift resolution and client satisfaction.
- Investigate complaints thoroughly, gathering relevant information and liaising with internal teams to address underlying issues.
- Communicate with clients to provide updates on the resolution process and ensure their concerns are addressed satisfactorily.
- **Aged Debt Investigation**:

- Investigate aged debt accounts, identifying overdue payments and discrepancies.
- Communicate with clients to address outstanding invoices and resolve payment issues in a timely manner.
- Collaborate with the finance team to reconcile accounts and ensure accurate debt records.
- **Compliance Oversight**:

- Monitor staff adherence to processes and procedures, ensuring compliance with company policies and industry regulations.
- Provide guidance and training to staff on compliance requirements and best practices.
- Identify areas for improvement in processes and procedures to enhance compliance and efficiency.
- **File Audits**:

- Conduct regular file audits to ensure accuracy, completeness, and compliance with regulatory requirements.
- Review documentation and records to verify compliance with company standards and contractual obligations.
- Identify any discrepancies or areas for improvement and take corrective action as necessary.

**Qualifications and Skills**:

- Previous experience in a similar role, preferably in customer service, debt management, or compliance.
- Strong analytical and problem-solving skills, with the ability to investigate and resolve issues effectively.
- Excellent communication and interpersonal abilities, with a focus on building rapport with clients and colleagues.
- Attention to detail and a proactive approach to identifying and addressing issues.
- Knowledge of debt management practices, compliance requirements, and file auditing procedures.

**Why Join Us**:

- Opportunity to work with a leading national facilities maintenance company.
- Competitive salary and benefits package.
- Collaborative and supportive team environment.
- Career development and advancement opportunities.
- Contribute to the success and growth of Ground Up Property Services.

**Job Types**: Full-time, Permanent

**Salary**: £18,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Free parking
- On-site gym

Schedule:

- Day shift
- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

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