Complaints Officer

5 months ago

Bristol, United Kingdom Bristol Waste Company Full time

**Salary**: £27,143.35 per annum

**Hours**: 40 hours per week

**Working Week**: Monday - Friday 8am - 4pm (can be flexible on start and finish times)

**Location**: Albert Road

**Contract**: Fixed Term - Maternity Cover (6 months)

Is this role for me?

Reporting to the Support Manager, you will take ownership, investigate and respond to customers' formal and informal complaints in a professional and timely manner.

You will negotiate suitable resolutions to complaints with due regard to the Bristol City Council Waste Policy and Bristol Waste Company’s operational parameters.

Key responsibilities
- To be the main point of contact and support for customers/colleagues to resolve informal and formal complaints within the agreed complaint procedures.
- To triage case complaint content and make decisions on the appropriate process to follow.
- To investigate and resolve complaints, liaising with the operational team to gather information and evidence required.
- To liaise with our key stake holders, Bristol City Council, informing them of any known current service disruptions.
- To analyse daily complaint trends to provide insight and intelligence to Operational Supervisors and Mangers
- To maintain and respond to complaints within the SLA to the agreed timescales.
- To find immediate solutions and provide information to influence long term resolutions for repeat issues.

About you
- Excellent communication and customer service skills
- Excellent written and oral skills
- Organisational and time-management skills
- Decision-making skills
- Ability to handle information securely and confidentially

Desirable
- Experience of using waste management systems
- NVQ in Customer Complaint Handling
- Experience of using iCasework complaints system
- 1 years’ experience of using a complaints case management system

Why work for Bristol Waste?
- Cycle to work scheme
- BUPA wellbeing cash plan (discounts on dental, optical and physio)
- Enhanced Maternity Entitlement
- 25 days holiday
- Sickness entitlement of 3 weeks full pay, 3 weeks half pay, rising with each year of service up to 8 weeks full pay, 8 weeks half pay
- Excellent professional development opportunities
- Employee benefits and discounts
- Family friendly daytime hours (8 hour shifts)
- Local driving routes
- Free on-site physiotherapy in working hours
- On-site Citizen’s Advice surgeries And many more

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