Specialist Advisor - Eastbourne, United Kingdom - 4Social Work and Public Sector Staffing

4Social Work and Public Sector Staffing

Verified Company

Eastbourne, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Specialist Advisor (Customer Complaints) - Eastbourne

Salary:
£
12.44 Per Hour

Full Time:
Monday to Friday - 09:00am to 17:00pm (Hybrid Working)

Role Purpose:

To own and pro-actively manage customer complaints, compliments and enquiries, ensuring that responses are in line with policy, statutory and regulatory requirements and supported by technical investigation, leading to early and effective resolution.

Responsibilities:

To recover customer relations by negotiating suitable resolutions to complaints with customers, maintaining and enhancing homes first example reputation with customers, stakeholders, and partners.
To take responsibility for delivering outstanding customer service by responding to and resolving customer complaints and enquiries.
To manage data capture and reporting across a range of key performance measures and work with colleagues to identify, develop and implement service improvements and reduce reoccurrences of complaints.
To proactively manage relationships with colleagues, customers, contractors, and other stakeholders through regular, timely and professional written and verbal communications.
Make decisions in conjunction with service leads on the award of compensation payments and goodwill gestures within an agreed schedule.
Handle and respond to incoming complaint demand on behalf of homes first, negotiating suitable resolutions at the earliest point of contact.
Provide high standards of specialist advice and support, co0ordinating technical investigations and liaising with colleagues to resolve complex cases and enquiries as they arise.
Be accountable for complex or contentious complaints and enquiries, liaising with customers, contractors, MP Offices and external agencies and partners as required.
Accurately capture and record performance information and other data relating to complaints, MP Enquiries and Fot requests producing reports and using performance measures to support service and performance improvement.
Work collaboratively to provide a seamless service to customers, specifying and managing projects, budgets, and contracts that deliver customer and corporate objectives.
Prepare and present reports to homes first strategic leadership team, Eastbourne homes ltd. Board, cabinet, committees and other internal and external meetings, as required.
Collate learning from complaints to support strategy, policy and procedural development and improvements.
Keep abreast of changes in statutory and regulatory requirements and ensure that changes are incorporated in working practices across homes first.
Ensure personal, professional development is maintained to the required standards.
Actively update all information systems in accordance with data protection principles.

We offer:

24 hour one on one specialist consultant based within your geographical area
4Recruitment Services Employee Benefits Programme
Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.
To discuss this vacancy or other vacancies in your area please contact **Megan Eastop

**Job Description