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Complaints Advisor

4 months ago

StratforduponAvon, United Kingdom Hamlin Knight - Recruitment Specialists in Human Resources, Office Support and Sales & Marketing Full time

Complaints Advisor - Temporary - £13.70ph Stratford Upon Avon 09.00am - 5.00pm Monday - Friday.

To be a clear point of contact for any initial job chase or issue relating to our core contractors for all stakeholder.

To manage hourly/daily the effective planning and controlling the workload of jobs and re-attends and book jobs in with customers that fits in with the customer expectation/requirement and working within the business areas KPI's.

Highlight any issues of contractors not accepting jobs within SLA's and address with contractor directly, escalating persistent issues to the Contracts Operations Manager)

Actively track a jobs progress through the journey using the appropriate means and take the required actions to support job completion with customer satisfaction.

Review the daily WIP levels and identify jobs that can be brought forward and book in with customer.

To own jobs to make sure that jobs keep on track ensuring correct contractor with the right skill set to fix repair first time

Highlight postcodes areas where WIP is increasing and take appropriate action by, highlighting to relevant contractor and other relevant partnership staff.

Work with all contractors where required to achieve customer satisfaction.

Taking responsibility for the management of appointments for follow on works.

To resolve any customer issues.

Responsible for effective completion of follow on works for OOH orders.

Allocating unallocated jobs to operatives including communal work.

Housekeeping of contractor system Correcting orders not closed correctly by operative and similar administrative tasks around appointments.