Dispute Management Specialist
7 days ago
Key Responsibilities:
* Providing exceptional customer care and responding to expressions of dis-satisfaction
* Creating plans of actions for complaints to come to a resolution
* Proactively responding to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible
* Investigating, registering, and reporting all complaints in accordance with company procedures
* Maintaining the Company's complaint log and using the information to report on trends, including lessons learnt and how to improve our service
* Making appointments for further works, if required, and ensuring these are carried out and completed to the resident's satisfaction
* Arranging compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager/Divisional Manager
* Responding to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensuring the issues are addressed
* Ensuring resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Providing a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
Requirements:
* Experience of working within a customer services environment
* Previous experience of working with Local Authorities or Registered Housing Providers (desirable)
* Proven experience of working in a busy environment, delivering successful outcomes within challenging deadlines
* Knowledge of Reactive Maintenance Services (desirable)
What We Offer:
* A competitive hourly rate of £16.00 - £16.80
* The opportunity to work for a modern, forward-thinking business that values its employees
* A dynamic and supportive work environment
How to Apply:
Please apply online now for this exciting opportunity.
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