Customer Resolution Officer

7 months ago

East London, United Kingdom MMP Consultancy Full time

MMP Consultancy are looking to recruit a Customer Resolution Officer on a Permanent Basis in East London.

Key Responsibilities:

- Provide a customer-focused service for complaints, Members' Enquiries, accesses to information or escalated issues investigating. Responding positively to all concerns raised, increasing early resolution to reduce further problems for customers and keeping customers updated at all times
- Assist with Local Government Ombudsman (LGO) enquiries in line with procedural and regulatory requirements.
- Engage with colleagues from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members' Enquiries, complex queries
- Complete any follow up actions in a timely, in line with what was agreed with customers to reduce further issues and escalation. To support colleagues from other teams to identify and complete follow up remedial actions.
- Support the regular identification and sharing of lessons learnt from complaints, Members' Enquiries and escalated issues which can be used for service improvement.
- Assist some customers after resolution where a need is identified including becoming the contact where applicable.
- Assist efficiently with persistent complainants - including early intervention where required.
- Manage customer expectations in relation to policy and procedures, presenting options where possible.
- Liaise with external support agencies and service providers including the London authorities to ensure the successful resolution of complaints.
- Assist customers in line with all relevant policies and procedures, performance, time and quality expectations. To manage customer expectations regarding policy and process in a non-confrontational and customer-focused manner, offering alternatives where possible.
- Comply relevant regulatory and legislative requirements including those regarding data protection, health and safety, equalities and diversity and safeguarding.

Skills & Knowledge:

- Knowledge and understanding of the role of a Local Housing provider (Interview and Application form).
- High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels customer service skills
- Good numeracy skills
- Ability to quickly learn new skills and learn about different services including relevant legislation
- Ability to use supporting IT systems and follow process accurately and in real time
- Ability to effectively manage customer communications and expectations
- Ability to tailor assistance for customers who need this including those that are vulnerable, have English as a second language and/ or are facing difficult circumstances
- Identify areas where customer service and supporting processes can be improved
- Ability to work within legislative, regulatory and best practice requirements including those regarding health and safety and data protection
- Excellent communication skills and ability to exchange information and positively interact with colleagues including for the purpose of problem solving for customers
- Excellent information gathering and analysis skills to understand whether policy and process has been followed correctly
- Coordinate own work to time and quality standards
- Encourage others to work within required time and quality expectations
- Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required
- Working knowledge of Microsoft Office packages (Word, Excel, Outlook)
- Ability to work independently to resolve problems and queries based on experience
- Communicate complex information in a clear and concise way which is customer-friendly
- Excellent time management and administration skills, effectively planning and organising workloads to meet goals
- Customer friendly initiatives and approach
- Able to deal with customers in a positive and constructive way
- Develop effective partnership working within the Association and with other stakeholders
- Effective working within a team and individually
- Good understanding of GDPR and being discreet when dealing with confidential information

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