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Customer Resolution Specialist

2 months ago

East London, United Kingdom Vox Network Consultants Full time
Key Responsibilities

As a Customer Resolution Specialist, you will be responsible for managing intricate cases with a focus on ensuring a comprehensive record of actions taken and tracking the resolution process.
Prepare detailed and professional responses for escalated complaints and collaborate with senior management to adhere to regulatory deadlines.

Ensure effective monitoring of corrective measures and keep clients informed about the progress of these actions, ensuring they are executed within the established timeframes.

Take the lead in investigating and addressing complex issues, including escalated complaints and high-profile cases.
Assist the organization in achieving performance benchmarks and compliance standards by actively overseeing and reporting on performance metrics and adherence to relevant codes of conduct.

Minimize the rate of case escalations by ensuring that all agreed actions are meticulously documented and monitored to guarantee their completion.

Qualifications

Demonstrated experience in crafting comprehensive and professional responses to complaints.
Proven ability to conduct thorough and complex investigations.
Experience within public sector organizations or housing entities.

Strong track record of diplomatically addressing challenges and constructively engaging with colleagues to achieve the best outcomes in a cooperative work environment.

Contract Details

This position offers an initial contract duration with the possibility of extension.
Employment will be on a PAYE basis through an umbrella company.
Standard working hours are Monday to Friday, 9 AM to 5 PM.

We encourage qualified candidates to consider this opportunity.