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Complaints Resolution Specialist

2 months ago

London, Greater London, United Kingdom Novax Recruitment Ltd Full time
Principal Complaints Officer

Novax Recruitment Ltd is seeking a highly skilled Principal Complaints Officer to join our team.

Job Summary:

The successful candidate will be responsible for managing and responding to complex complaints, ensuring timely resolutions and effective communication with customers.

Key Responsibilities:

  1. Manage and respond to complaints at the Chief Executive Stage, ensuring timely resolutions and effective communication with customers.
  2. Provide one-stop resolution to customer complaints, identifying root causes and implementing suitable remedies.
  3. Monitor the quality of contacts received via various channels, ensuring learning from complaints is used to improve business processes.
  4. Assist in managing Stage 1 complaints across Financial Operations and Customer Services, providing professional advice and support to other council departments and partner organizations.

Requirements:

  1. Experience in a similar role, dealing with customer complaints in a public sector/government setting.
  2. Understanding of complaints management practice and procedures.
  3. Ability to manage a caseload and KPIs with limited supervision.

Please submit your application via the contact details provided, and you will be contacted with further information about this opportunity.