Complaints Officer - Catford, United Kingdom - Service Care
Description
Job Title:
Complaints Officer
Locations:
Catford SE6, hybrid working
Contract Type:3 months temp initially**
Work Pattern: Monday-Friday 36 hours per week
Start Date:
ASAP**
_Job role - _
The Complaints role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and delivery of the overall complaints & Insight function.
As brand ambassador for the team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.
As Complaints Officer you will:
- The responsibility for the Repairs Service complaints performance ensuring we meet KPI's.
- To provide and promote a professional and good quality service to both internal and
- To deal with all Repair Service focused complaints in a professional manner, following them
and managing resolutions.
- To ensure all complaint responses to Informal, stage 1, 2 and 3 complaints, General
Information and Chief Executive Enquiries are provided to the customer within required
timescales.
- To allocate all Repairs Service related complaints, enquiries and comments. Review
(IO). Following up where necessary and reporting direct to management/senior
management as and when issues arise.
- Experience of working within a complaint's resolution environment
- A wealth of experience about how to delight customers and manage expectations.
- A understanding of social housing sector.
- A 'cando' attitude and solutionsdriven, innovative approach that has successfully modernised services.
- A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
- Be confident with strong communication skills, and excellent written skills
- An understanding of how to manage difficult conversations face to face and by telephone
- Experience of carrying out research and presenting written arguments in a concise but compelling way.
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