Customer Resolutions Coordinator

Our client based in Wooburn Green is seeking a Temporary Customer Resolutions Coordinator to join their team.

You will provide efficient and effective administration support to the Customer Resolutions Team and assist in delivering an outstanding complaints service to their customers and stakeholders. You will be the first point of contact for customers by telephone and email to acknowledge, log and understand the scope of their complaints.

This is a hybrid role working 2 days in the office and 3 from home.

Salary 15.00 per hour, the role requires commitment for a minimum of 12 weeks, potentially longer.

Previous experience working within customer services is required while demonstrating strong attention to detail, excellent time management, and outstanding communication skills

Duties

• Be the first point of contact for customer queries and questions.
• Effective management of the mailbox and inbound phone calls.
• Make an assessment of the complaint based on initial contact and allocate to the appropriate person.
• Responsible for the management of compensation claims ensuring these are processed in line with policy, process and timescales.
• Carrying out routine administrative duties.
• Responding appropriately to correspondence from customers and stakeholders in accordance with Customer Care Standards and to a high-quality standard.
• Demonstrate a good knowledge of the Complaints Handling Code, internal policies and procedures including but not limited to compensation and remedies policy.
• Provide feedback on service improvement to drive value for money and efficiencies.
• Compile weekly reports on complaints, enquiries and investigation levels.
• Manage customer satisfaction surveys, ensuring these are sent out in a timely fashion and conduct follow-up calls to dissatisfied customers to drive improvement.
• Checking and amending errors as and when reported through monitoring systems which include Power BI.
• Assist with undertaking complaint analysis to identify themes and learning opportunities.

Skills and experience

• Immediately available for a minimum period of 12 weeks.
• Excellent written and verbal communication skills.
• Ability to investigate complaints through interrogation and through your problem-solving skills, identify resolutions for customers.
• A positive influence on your immediate team, colleagues and stakeholders you work with.
• Ability to take personal responsibility for assessing situations, making decisions and concluding enquiries.
• Ability to deal with competing priorities.
• Ability to analyse and interpret data findings clearly and provide reports.
• Strong IT skills including Word, Excel, Power-Point and Outlook.
• Ability to work on own initiative with a proactive and creative approach to problem-solving and service improvement.
• Previous experience of working in a complaint environment.