Client Relations Coordinator

3 weeks ago


Eastleigh, United Kingdom Service Care Solutions Full time

Position Title:
Client Relations Coordinator

Compensation:
£26,958.75 annually

Working Hours: 37

Employment Type: 3 Month Fixed-Term Contract (Possibility of Permanent Role)

Work Location:
Eastleigh, SO50

Commencement:

Immediate


The Client Relations Division is committed to addressing customer grievances both verbally and in writing promptly.

This division also plays a crucial role in identifying and resolving issues that may impact other clients.

Client Relations Coordinators assist the division by overseeing the customer-facing communication channels, documenting, prioritizing, and assigning cases, preparing documentation to aid in complaint investigations, and executing various administrative duties as necessary.


Primary Responsibilities:


Oversee the Client Relations and Customer Engagement communication channels, ensuring precise prioritization of incoming inquiries and evaluating risk within the established service level agreement.

Efficiently manage communications from both internal and external parties (Housing Ombudsman, MPs/Councillors, Citizens Advice Bureau, Local Government Agencies, etc.), ensuring prompt replies.

Process BAC payments swiftly in accordance with audit standards.
Address service inquiries from clients via phone as required.
Maintain and refresh the Client Relations Team's spreadsheets and trackers, ensuring precision for Stage 2 and Housing Ombudsman Complaints.
Conduct general system administration, including prioritizing, documenting, and resolving complaints, while maintaining high-quality data on the organization's systems.
Assist with Stage 2 complaint administration, including compiling customer panel bundles and attending meetings to produce detailed and accurate minutes.
Gather information to support Housing Ombudsman Investigations and respond to Housing Ombudsman inquiries.
Collect information to assist Data Protection, Legal, and Insurance Team requests.
Support the broader Client Relations Division in additional administrative tasks as needed.

Conduct customer satisfaction assessments via text and phone following the completion of Stage 1 and Stage 2 of the complaint process.



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