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Our client located in Basildon is looking to recruit an experienced complaint handler Team Leader to join their existing team.
Role Purpose:Manage resident complaints related to various issues. Liaise with complainants, contractors, and internal teams to deliver effective, customer-focused outcomes. Ensure compliance with our Complaints policy and relevant handling codes.
Key Responsibilities:
- Deliver stage one complaints service as per policy and procedures.
- Actively participate in the Complaint Team, ensuring service delivery and identifying areas for improvement.
- Collaborate with colleagues and contractors to achieve customer-focused outcomes.
- Provide accurate and timely responses to complaints following thorough investigations.
- Maintain accurate and up-to-date complaint records.
- Meet all KPI and Service Level Agreements.
- Communicate effectively and promptly with customers.
Success Metrics:
- Provide stage one responses within the deadline 85% of the time.
- Achieve a stage one resolution rate of at least 80%.
- Maintain quality scores at a passing level.
About You:
- Collaborative approach to working across different service areas.
- Exceptional organizational skills to meet deadlines.
- Strong analytical and lateral thinking abilities.
- Empathetic and dedicated to delivering excellent customer service.
- Tenacious, resilient, and focused in the face of challenges.
Qualifications:
- Experience in handling customer complaints.
- Strong customer service knowledge.
- Excellent written and oral communication skills.
- Tenacity, resilience, and problem-solving skills.
Duration: Temporary
Ready to make a difference? Apply now and become a valued member of our clients team! Email or call
