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Complaint Resolution Specialist

2 months ago

Eastleigh, Hampshire, United Kingdom Service Care Solutions - Housing Full time

Job Title: Complaint Resolution Specialist

Job Summary:

We are seeking a highly skilled Complaint Resolution Specialist to join our team at Service Care Solutions - Housing. As a Complaint Resolution Specialist, you will play a key role in managing and resolving customer complaints in a fair and timely manner.

Key Responsibilities:

  • Investigate and Resolve Complaints: Conduct thorough investigations into customer complaints, gathering all relevant information and evidence to determine the root cause of the issue.
  • Communicate with Customers: Clearly and effectively communicate with customers throughout the complaint resolution process, providing updates and explanations of the actions being taken.
  • Collaborate with Teams: Work closely with other departments and teams to identify and implement process improvements to prevent similar complaints from arising in the future.
  • Identify Systemic Issues: Analyze complaints to identify any systemic issues that may be contributing to the problem, and work with the team to implement changes to prevent similar issues from occurring.
  • Provide Feedback and Coaching: Provide feedback and coaching to colleagues on how to improve their complaint handling skills and provide excellent customer service.

Requirements:

  • Excellent Communication Skills: Possess excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner.
  • Customer-Focused: Be customer-focused, with a strong emphasis on providing excellent customer service and ensuring that customer complaints are resolved in a fair and timely manner.
  • Analytical Skills: Possess strong analytical skills, with the ability to analyze complex complaints and identify root causes.
  • Process Improvement: Be able to identify areas for process improvement and work with the team to implement changes to prevent similar complaints from arising in the future.
  • Microsoft Office: Proficient in Microsoft Office, including Outlook, Word, and Excel.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.