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- Deliver the complaints management process, by ensuring the effective logging of complaints, tracking of responses and escalations, recording outcomes and collating the required information to deliver an effective complaints handling service.
- Ensure the effective use of the integrated IT systems to capture the complaints process.
- Ensure all learning from complaints and customer comments & suggestions is agreed, captured, and reported.
- Liaise with operational teams across the business to drive an effective query resolution first approach.
- Produce performance data in terms of complaints management in line with the complaints policy and the Ombudsman guidance, liaising with internal teams and key partners.
- Produce a holistic overview of what customers are experiencing using insight from a variety of sources, such as systems, customer feedback, colleague feedback, social media and quality assurance checks. Use this to act on current trends and improve the end-to-end customer experience.
- Support the Senior CSO with quality assurance checks to ensure that we are delivering excellent quality to anyone who contacts the Resident Experience & Insight Team through our various customer channels.
- Experience in complaints handling and administration.
- Knowledge and experience of working in a customer focused environment.
- Experience of dealing with customers in stressful situations.
- Knowledge and Experience with providing administrative services to a high standard.
- Ability to communicate clearly and accurately with a wide range of internal and external customers.
- Ability to put the customers’ needs at the centre of service provision and a commitment to problem solving and customer care.
- Can do attitude.
- Resilient when handling conflict.
- Training on systems will be provided
- Equipment to carry out this role will be provided
- Must be available immediately or within 1 weeks’ notice!
