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Our client located in Basildon is looking for a Senior Enquires Advisor
Role Purpose:The role will be handling escalated complaints and enquiries directed to the CEO’s office or raised by MPs and Councillors. Your role will be crucial in ensuring these issues are resolved efficiently and in line with the relevant Complaint Handling Code.
Key Responsibilities:
- Manage escalated complaints and enquiries from the CEO’s office, MPs, and Councillors.
- Ensure prompt resolution of issues in compliance with the relevant Ombudsman Complaint Handling Code.
- Liaise with internal teams to gather information and provide accurate responses.
- Maintain accurate records of all interactions.
- Provide feedback to senior management on trends in escalated complaints.
Success Metrics:
- First Contact Resolution: High percentage of inquiries resolved on the first interaction.
- Response Times: Timely resolution of escalated complaints and enquiries.
- Stakeholder Satisfaction: High satisfaction levels from MPs, Councillors, and residents.
- Effective Resolutions: Providing effective solutions for escalated issues.
About You:
- Experience: Proven experience in a similar role within a contact centre or customer service environment. Experience in social housing or public sector services is preferred.
- Skills: Excellent communication skills, both verbal and written. Strong organisational and time management skills. Proficient in CRM systems and contact centre software (Genesys). Experience in a wellbeing setting is a plus.
- Attributes: Customer-focused, adaptable, and resilient. Able to manage complex issues with composure.
If you are passionate about delivering excellent service and improving the resident experience, we would love to hear from you! Apply Now! or email or call
