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Job Summary: Customer Feedback Specialist
Department: Service DeliveryDivision: Homes FirstPay: £16.00 per hour
Purpose of the Role:The Customer Feedback Specialist is responsible for managing customer complaints, compliments, and enquiries in compliance with policy, statutory, and regulatory requirements. The role involves resolving complaints promptly, recovering customer relationships, ensuring high levels of service, and driving improvements based on customer feedback.
Key Responsibilities:
- Manage and resolve customer complaints, compliments, and enquiries with professionalism and efficiency.
- Negotiate resolutions with customers to maintain Homes First's reputation.
- Collaborate with colleagues and contractors to resolve complex or contentious cases.
- Ensure accurate recording of performance data related to complaints and enquiries and produce reports to support service improvements.
- Award compensation and goodwill gestures where appropriate.
- Present reports to leadership, boards, and committees as needed.
- Stay updated on regulatory changes and implement them in working practices.
- Contribute to policy and procedural development based on learning from complaints.
Corporate Accountabilities:
- Promote equality and support the Council's goals and values.
- Maintain professional development and comply with data protection principles.
- Uphold health and safety standards and adhere to the council's drug and alcohol policy.
- Work collaboratively with teams, demonstrating flexibility and a commitment to customer satisfaction.
Core Competencies:
- Vision & Leadership: Understand and align with the Council's goals and values.
- Communication: Ensure smooth information flow and promote mutual understanding.
- Performance: Take responsibility for decisions, strive for high standards, and deliver results.
- Self-Management: Stay organised, motivated, and adaptable to change.
- Customer Focus: Prioritise and exceed customer expectations.
- Teamwork: Contribute to a cooperative and productive team environment.
If You think you fit this role, call Harrison
