Customer Complaints Officer - Exeter, United Kingdom - Venn Group

Venn Group

Verified Company

Exeter, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are currently working with a Local Authority who are looking for two complaints officers to work within the new Customer Experience team in Customer Access & Digital Services and to support the centralisation of the Directorate feedback process.

Customer Complaints Officer

Location:
South West - Fully Remote

IR35 Status:
Inside IR35

Your duties will include:

Be the first point of contact in relation to feedback to the Directorate, ensuring collation of information and producing high quality responses to residents
Work as a member of the Customer Experience central team, to oversee the effective and efficient running of the feedback processes, and ensuring that the Council is fulfilling its statutory and regulatory obligations
Investigate and respond to complaints concerning the Directorate within agreed policies and practices to achieve satisfactory resolution for the customer
Work with the Customer Standards Lead and colleagues in the Customer Experience Team to manage the directorate's customer feedback (compliments, comments & complaints)
Deliver a high level of customer satisfaction with the feedback process through resolving as many complaints as possible at an early stage and finding opportunities to develop and maintain positive customer relationships

Required skills and experience:

Proficient in the use of Microsoft IT packages with working knowledge of, or commitment to learn, Lagan and relevant servicespecific software
Customerminded, with an understanding of the principles and practice of excellent customer service
Basic understanding of how Local Government works and the sector in which the Directorate operates
Prio experience in complaints handling and resolutions

If you're interested, please send through an up-to-date CV then I can drop you a call to discuss further.