Lead Customer Resolution Specialist

1 month ago

Eastleigh, Hampshire, United Kingdom The Workshop Full time

The Senior Customer Advocacy Officer plays a crucial role in addressing customer grievances, both verbally and in writing, ensuring prompt resolution. This position is also tasked with identifying issues that may impact other customers and providing feedback accordingly. The officer will guide customers through the concluding phases of the internal complaint process, examining cases on their individual merits and determining the appropriate outcomes.

Responsibilities include managing and responding to requests from regulatory bodies for information (inquiries and investigation documentation), ensuring that all data is compiled and presented with high quality and within the stipulated timeframes.

Key Responsibilities

  • Become an expert in customer experience and a representative of the brand, delivering exceptional customer service.
  • Investigate escalated complaints thoroughly and reach conclusions based on the specifics of each case, while managing organizational risk.
  • Effectively communicate findings and outcomes to customers and stakeholders, articulating a strong oral and written case.
  • Gather information in response to regulatory inquiries, ensuring a high-quality response to requests and adherence to the necessary approval processes.
  • Build and maintain collaborative relationships with various departments within the organization and external stakeholders, including regulatory agencies, contractors, and community representatives.
  • Provide constructive feedback to colleagues, managers, or teams regarding preventable complaints and escalations.
  • Identify potential systemic issues, processes, policies, or training that may lead to complaints or escalations, and propose opportunities for improvement.
  • Assist in compiling reports and governance contributions related to complex and escalated complaints as required.

Skills and Qualifications

  • Proven experience in a complaint handling role, with the ability to analyze intricate complaints and customer feedback effectively.
  • Exceptional written communication skills, including proficiency in spelling, grammar, and punctuation, with the ability to convey messages clearly and succinctly.
  • Customer-centric approach, characterized by a polite and empathetic telephone demeanor, coupled with a genuine commitment to outstanding customer service.
  • Strong attention to detail.
  • Ability to demonstrate initiative and make sound decisions while acting with sensitivity and fairness.
  • Effective problem-solving skills, with a proactive and positive attitude.
  • Capability to manage workload efficiently to meet deadlines in a dynamic environment.
  • Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
  • Strong organizational abilities.

Working Hours

37 hours per week, Monday to Friday during office hours.

Benefits

  • 28 days of annual leave with the option to buy and sell leave.
  • Generous pension scheme with contributions up to 10%.
  • Discounts at numerous high street and online retailers.
  • Life insurance equivalent to 5 times your annual salary.
  • Comprehensive parental and family leave policies.
  • Health and wellness programs.
  • Flexible working arrangements.
  • Complimentary eye examinations.
  • Cycle to Work initiative.

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