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Customer Complaints Specialist

2 months ago

Eastleigh, United Kingdom Service Care Solutions Full time

Job Title:
Customer Complaints Specialist

Salary:
£16.06 P/H

Hours: 37

Type:
Temporary Ongoing

Location:
Eastleigh, SO50

Start Date:

ASAP

Work Pattern:
Monday - Friday | 09:00am - 17:00pm

At Service Care Solutions, our Complaints Centre of Excellence is dedicated to addressing customer grievances with utmost diligence and care.

As a Customer Complaints Specialist, you will be instrumental in assisting customers throughout the complaints journey, ensuring their issues are thoroughly investigated and resolved fairly and promptly.

This position is crucial for upholding high standards of customer satisfaction and fostering continuous improvement.

Key Responsibilities:
Act as a customer experience authority and brand representative.

Serve as the primary contact for customers entering the complaint process, acknowledging their concerns and guiding them on subsequent steps.

Examine complaints, assess each situation on its individual merits, and decide on suitable resolutions.
Effectively communicate findings and resolutions to customers and relevant stakeholders.
Collaborate with various departments and external entities, including the Housing Ombudsman and local representatives.
Provide constructive feedback to colleagues, supervisors, or teams as needed.
Identify potential areas for enhancements in systems, processes, policies, or training and propose opportunities for improvement.

Qualifications and Skills:
Demonstrated ability to make informed decisions while being sensitive and fair.
Customer-oriented with a courteous and empathetic demeanor.
Proficient in managing workload efficiently to meet deadlines.
Experience in customer service, especially in dealing with complaints or challenging conversations.
Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
Capable of analyzing complex complaints and providing evidence-based conclusions.