Customer Service and Complaints Advisor - Temporary until at least March 2025 possibly longer
Mansfield
c£14.85p.h - £18.10 p.h. Depn exp
We have a great opportunity for an experienced customer correspondence officer to work for a local government organisation.
The role of Customer Service and Complaints Advisor includes:
1. Acknowledge and deal with correspondence within the appropriate timescales, producing plain English, quality draft responses promoting customer service excellence.
2. Liaising directly with customers over the telephone to help resolve their queries, providing reassurance where required and following up agreed outcomes and actions in writing.
3. Establish and maintain relationships with internal departments and other government departments and local authorities to ensure replies to correspondence are accurate and replied to within the agreed deadline.
4. Prioritise your work and make decisions on when to follow up on issues and when to escalate to your manager.
5. Logging and processing of correspondence on the systems, as well as troubleshooting queries and identifying improvements.
6. Help to manage the team's customer mailbox and workflow.
7. Take on duties within the wider Customer Strategy and Services team such as answering customer calls if required.
8. Produce documents to a high standard using the appropriate software, including but not limited to MS Office and Excel.
The ideal candidate for the role of Customer Service and Complaints Advisor will have:
1. Proven experience of customer service and handling complaints or compliance issues.
2. Attention to detail and problem-solving skills.
3. Excellent written English and communication skills with the ability to use positive language to write and communicate clear and concise responses.
4. Experience of liaising and coordinating with key stakeholders across a wide range of organisations.
5. Strong administration skills and the ability to work under pressure.
6. Proficient in using all Microsoft Office programs.
7. Ability to investigate and resolve complaints; previous experience of this is essential.
8. Public sector experience would be an advantage but not essential.
Don't miss out, apply today!
Unfortunately, due to the volume of applications received, we are unable to respond with feedback to all applicants. If you have not heard from us via telephone or email within 3 days, please assume that your application has been unsuccessful on this occasion.
Thank you for applying with us. TurnerFox Recruitment Team
Keywords: customer complaints / customer service / customer correspondence / complaints investigator / complaints resolver / account manager
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