Customer Experience Advisor
4 weeks ago
About the Role:
We are seeking a skilled Customer Experience Advisor to join our team at Anchor, England's largest not-for-profit providers of care and housing for older people. As a Customer Experience Advisor, you will play a pivotal role in managing and resolving complaints to ensure an excellent service for our tenants and stakeholders.
Key Responsibilities:
- Investigate and resolve complaints promptly, taking ownership from start to finish.
- Communicate with customers in a clear, professional, and compassionate manner, managing expectations and providing regular updates.
- Oversee future actions identified in closure correspondence, acting as the main point of contact until completion.
- Act as a mediator between customers and relevant departments for timely and fair resolution.
- Maintain organized records of complaints, resolutions, and contribute to trend analysis and improvement initiatives.
- Encourage feedback from customers to enhance service delivery and satisfaction.
- Stay updated on regulations, policies, and industry best practices.
- Collaborate with colleagues to ensure consistent and effective complaint resolution.
Requirements:
- Familiarity with relevant regulations and guidelines.
- Thorough understanding of company policies, conflict management strategies, and industry best practices.
- Exceptional customer service skills with a focus on complaint resolution.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in office applications and relevant IT systems.
About Anchor:
Anchor is a not-for-profit organization that provides care and housing for older people. Our mission is to transform housing and care so everyone can have a home where they love living in later life. We offer a range of benefits, including a pension plan, flexible working options, and access to online GP appointments.
Why Join Us:
At Anchor, we value diversity and inclusion. We are proud to be an equal opportunity employer and have a range of colleague networks to support our employees. We are committed to providing a supportive and inclusive work environment that allows our employees to thrive.
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