Resolution and Response Team Officer

Title: Resolution and Response Team Officer

Location: Havering

Hours: M-F 9am - 5:30pm

Salary: 17.54 hour

Term: Temporary until 24/03/2025 with the possibility of extension

Are you a skilled problem-solver with a passion for delivering exceptional customer service? Our client is seeking a Resolution and Response Team Officer to join their dynamic team. As a Resolution and Response Team Officer, you will be responsible for managing a variety of cases and requests, ensuring high-quality and efficient customer responses. Your role will involve interacting with key stakeholders to ensure accurate and professional responses, as well as contributing to the smooth resolution of cases.

Key Responsibilities:

• Effectively handle corporate and statutory complaints, Ombudsman enquiries, and Member enquiries.
• Utilise your strong communication skills to sensitively handle multi-channel contact from complainants and resolve inquiries.
• Manage requests made under the Freedom of Information Act, Data Protection Act, and Environmental Information Regulations.
• Develop a wide knowledge of our client's services to determine the appropriate service area for responding to complaints and enquiries.
• Collaborate with the wider team to create and maintain response templates and guidance notes.
• Provide advice and guidance to queries from the public, colleagues, and Members regarding complaints.
• Employ structured decision-making and risk assessment techniques.
• Protect and manage information securely, reporting any breaches in line with our client's policies.
• Contribute to data analysis and the continuous improvement of departmental performance.

Required Experience and Skills:

• Previous experience in complaints resolution and handling enquiries.
• Excellent communication skills, both oral and written, with the ability to communicate difficult issues effectively.
• Strong project management and research abilities.
• Experience working with diverse stakeholders to achieve objectives.
• Knowledge of legislation and statutory requirements relating to complaints and information management.

If you're motivated, detail-oriented, and ready to make a positive impact, apply now to join our client's dedicated Resolution and Response Team. Take the next step in your career and contribute to providing outstanding customer service. No two days will be the same as you engage with a variety of cases and enquiries.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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