About Our Client
Our client is a medium-sized organisation within the not for profit industry, based in Stockport. They are well-respected within their sector and pride themselves on their commitment to delivering an exceptional customer service experience.
Job Description
Key Responsibilities:
1. Log, track, and categorise complaints across multiple channels.
2. Investigate formal complaints, liaising with internal teams and external partners.
3. Draft clear, empathetic communications, including formal outcome letters.
4. Participate in 1 - 1 meetings with team members and support their development.
5. Ensure compliance with regulations.
6. Analyse complaint trends to drive service improvements.
7. Provide reports about complaints performance and learning.
8. Maintain accurate records and ensure data is up to date.
9. Facilitate regular meetings with customer scrutiny groups to review service performance.
10. Encourage tenant participation in service evaluations and decision-making.
11. Gather customer feedback, ensuring their views influence improvements.
12. Advocate for the customer voice.
The Successful Applicant
A successful Temporary Complaints Manager should have:
1. A strong background in customer service complaint handling/management is essential.
2. Excellent communication skills, both written and verbal.
3. Experience of using Alternative Dispute Resolution.
4. Experience with regulatory bodies.
5. A customer-focused approach and a passion for delivering high-quality service.
6. Strong problem-solving abilities and an ability to think on their feet.
What's on Offer
In return, our client can offer:
1. Competitive salary & weekly pay.
2. The opportunity to make a real difference within a respected not for profit organisation.
3. A supportive and collaborative team environment.
4. Immediate start.
5. 3 - 6 month role with the possibility of being extended or going perm.
6. A location in the heart of Stockport, with easy access to public transport.
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