Job Title: Complaint Officer
Salary: £16.06 P/H
Hours: 37
Type: Temporary Ongoing
Location: Eastleigh, SO50
Start Date: ASAP
Work Pattern: Monday - Friday | 09:00am - 17:00pm
Our Complaints Centre of Excellence is committed to resolving customer complaints with both diligence and care. As a Complaint Officer, you will play a vital role in guiding customers through the complaints process, ensuring that their concerns are investigated thoroughly and resolved in a fair and timely manner. This role is essential for maintaining high standards of customer satisfaction and continuous improvement.
Key Duties and Responsibilities:
Serve as a customer experience expert and brand ambassador.
Act as the initial point of contact for customers in the complaint process, acknowledging complaints and informing customers of the next steps.
Investigate complaints, evaluate each case on its merits, and determine an appropriate outcome.
Clearly and concisely communicate findings and outcomes to customers and stakeholders.
Collaborate with other departments and external stakeholders, including the Housing Ombudsman and local councillors.
Provide feedback to colleagues, managers, or teams when necessary.
Identify potential areas for system, process, policy, or training improvements and suggest opportunities for enhancement.
Qualifications and Experience:
Ability to make informed decisions while acting sensitively and fairly.
Customer-focused with a polite and empathetic approach.
Capable of managing workload effectively to meet deadlines.
Experience in customer service, particularly in handling complaints or difficult conversations.
Familiarity with Microsoft Office, including Outlook, Word, and Excel.
Ability to analyze complex complaints and provide evidence-based findings.
If you require any additional information regarding the position, please call David at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)