Do you have experience in complaint handling, resolutions and responsibility in decision making?
If so, this role could be ideal for you!
Working in a dedicated team, you will be resolving customer complaints verbally and in writing within a timely manner. You will be responsible for supporting customers through the complaints journey, investigating cases on their individual merits and coming to a decision on the outcome of the case.
Duties and responsibilities
* Learn and become a customer experience expert and brand ambassador.
* Act as the first point of contact for customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
* Conduct investigations into complaints received and reach an outcome based on the merits of each case.
* Communicate your findings and outcome to customers, and stakeholders, clearly and concisely, constructing a strong verbal and written case.
* Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including the Ombudsman, contractors, and local councillors.
* Assist with any necessary feedback to individual colleagues, managers, or teams.
* Identify areas of the systems, processes, policies, or training that may cause complaints and suggest improvement opportunities.
Knowledge, skills and experience required
1. Exce...