Customer Complaints Officer - Exeter, United Kingdom - Bridge of Hope
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.
,- 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
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