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Complaints Resolution Specialist
2 months ago
CRA GROUP LIMITED is seeking a highly skilled and experienced Principal Complaints Officer to join our team. As a key member of our Customer Service Division, you will be responsible for managing and responding to Chief Executive Stage complaints, Local Government & Social Care Ombudsman, and Housing Ombudsman cases.
Key Responsibilities:- Investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquires, Local Government & Social Care Ombudsman, and Housing Ombudsman matters.
- Provide one stop resolution to customer complaints through effective identification of the root cause of issues and promoting a suitable remedy.
- Monitor the quality of contacts received via all access channels and ensure the learning from complaints is used to support the business in a cycle of continuous improvement.
- Assist in the managing of Stage 1 complaints received across Financial Operations and Customer Services.
- Experience in a similar role in the public, non-statutory, or private sector.
- Experience of dealing with customer complaints, including verbal and written responses.
- Experience in effectively monitoring and responding to Stage 1, Chief Exec, Members, and Local Government & Social Care Ombudsman and Housing Ombudsman complaints.
- Experience of working within the Local Government & Social Care Ombudsman framework and relevant legislation.
General education qualification.
Please note that the role requires an Enhanced satisfactory clearance from the DBS.
