Role Purpose
We are seeking a dedicated and results-driven Complaints & Customer Aftercare Officer to join our high-performing team. Your primary goal will be to support the Complaints & Customer Aftercare Manager in reducing complaint escalations and enhancing customer satisfaction through exceptional post-complaint resolution care.
You will play a pivotal role in delivering outstanding service by following up on customer concerns, ensuring all actions are completed to a high standard, and maintaining compliance with regulations.
Key Responsibilities
Complaints Aftercare, Quality & Performance Management
* Handle high-profile and complex post-resolution complaints effectively, working with customers, external stakeholders, and internal teams.
* Deliver service in line with regulations, ensuring high performance and quality standards.
* Adhere to the Housing Ombudsman Code and deliver against KPIs and quality frameworks.
* Proactively suggest process and service improvements to enhance customer satisfaction.
* Champion customer engagement and empowerment throughout the service.
* Maintain accurate records, deliver clear communication, and manage workload effectively.
Regulatory Compliance & Risk Management
* Ensure all work is compliant with regulations and policies while mitigating risks.
* Build strong relationships with internal and external stakeholders to resolve complaints efficiently.
* Prevent complaint escalations by delivering a high standard of post-resolution care and meeting promised outcomes.
* Communicate effectively and align with Orbit's Tone of Voice (TOV).
Process Management
* Stay up to date with training and best practices to maintain competence in delivering services.
* Foster a culture of "right first time" within the Complaints & Customer Aftercare Team.
* Manage post-resolution complaints across multiple channels, including social media, Trustpilot, telephone, email, and letters.
Essential Skills and Experience
* Experience handling high-level and post-resolution complaints within a regulated complaints environment.
* Experience working with vulnerable customers and those with complex needs.
* Exceptional attention to detail and accuracy.
* Strong organizational, planning, and time management skills.
* Effective case management skills to manage a diary and multiple post-resolution cases.
* Knowledge and ability to interpret regulatory requirements within the sector.
* Proficiency in IT, including Microsoft applications and various platforms/portals.
* A flexible approach to working hours.
* Strong interpersonal skills, with excellent written and verbal communication and the ability to influence and inspire.
* Experience working with external agencies and suppliers.
* A collaborative approach, with the ability to build relationships and work effectively across groups.
Resourcing Group is acting as an Employment Business in relation to this vacancy.
#J-18808-Ljbffr