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Do you have a strong background in Customer Service / Complaints?
If so, we are looking for a Complaints Officer to join a well know business in Bath asap.
This is a temporary role until 28th February 2025 but could go permanent for the right person.
You will play a crucial role in managing and resolving complaints. This position is essential for maintaining the high standards of professionalism, sensitivity, and timeliness in handling concerns, ensuring a positive experience for all parties involved. You will be instrumental in upholding the department’s commitment to quality service and enhancing its reputation.
Day-to-day of the role:
•   Review, investigate, and respond to all complaints, ensuring each case is handled fairly and thoroughly.•   Oversee and co-ordinate responses to guest and customer complaints across the department.•   Draft responses that are concise, comprehensive, and empathetic, meeting the department’s quality standards.•   Maintain accurate and detailed records of complaints, investigations, and resolutions.•   Engage with customers and guests through various communication channels to de-escalate situations.•   Analyse complaint trends, assess root causes, and implement feedback mechanisms to reduce recurring issues.•   Plan and deliver complaint handling training to the department to ensure a consistent understanding of procedures and expectations.•   Provide regular reports on complaint volumes, patterns, and resolution outcomes to senior management.•   Recommend and implement improvements to complaints handling procedures.
Required Skills & Qualifications:
•   Demonstrable experience in formal complaints handling processes and best practices.•   Strong skills in conflict resolution and multitasking, delivering complex projects and tasks within tight deadlines.•   Awareness of relevant regulations, data protection, and confidentiality standards in complaints handling.•   Excellent interpersonal skills, with the ability to communicate clearly and professionally in both written and verbal forms.•   Highly effective organisational skills, with the ability to set priorities and manage workload proactively.
To apply for this brand new role, please click ‘apply’ and send your cv to Â
