Customer Service Resolution Specialist
4 weeks ago
Service Care Solutions Ltd is seeking a skilled Resolution and Response Officer to enhance the effectiveness and quality of customer responses.
The ideal candidate will be accountable for providing high-quality and efficient customer responses that reduce the risk of escalation, understanding when to escalate issues to alternative teams.
Key responsibilities include:
- Dealing effectively with corporate and statutory complaints, Members and Ombudsman enquiries, and supporting the provision of high-quality and timely reports for senior officers and Councillors.
- Sensitively handling multi-channel contact from complainants and identifying the most appropriate way to resolve enquiries, which may involve challenging telephone conversations and the skills to robustly set out the Council's position while remaining calm under pressure.
- Handling requests made under the Freedom of Information Act, Environmental Information Regulations, Re-Use of Public Sector Information Regulations 2015, Data Protection Act 2018 & General Data Protection Regulation from receipt of request through to disclosure or refusal of the information, ensuring correct legislation is applied to each request.
Requirements:
- Enhanced DBS
- Appropriate Customer Services qualification or relevant experience.
This is an exciting opportunity for a motivated individual to join Service Care Solutions Ltd and contribute to the delivery of high-quality customer responses.
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