Award-Winning Complaints Resolution Specialist
1 month ago
Complaints Resolution Specialist Role
Pertemps Managed Solutions is seeking a skilled Complaints Resolution Specialist to lead complex and sensitive complaint handling, ensuring alignment with the high standards of the Public Services Ombudsman for Wales.
This customer-focused role involves conducting thorough investigations, delivering thoughtful responses, and collaborating across the organisation to secure fair and transparent resolutions.
Key Responsibilities:
- Manage complex complaints, including Stage 1, 2, and Ombudsman cases, ensuring compliance with Pertemps Managed Solutions' policies and legislation.
- Deliver top-tier customer service and contribute to ongoing improvements in the Customer Hub.
- Oversee standards across the team's workload and provide guidance on contentious cases.
- Support strategic development and implementation of complaints processes.
- Engage in professional networking and governance discussions to uphold best practices in customer service.
Qualifications and Experience:
- Strong knowledge of Public Services Ombudsman for Wales regulations, ideally with a relevant qualification in complaint handling.
- Fluent in Welsh preferable.
- Proven track record in delivering excellent customer service within the public sector.
- Effective organisational, communication, and influencing skills, with the ability to lead and support colleagues in achieving high standards.
- Ability to innovate and enhance public information through collaboration with business area leads.
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