Customer Complaints Officer

Job Description

Customer Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers.

Main Duties

  • Act…

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Customer Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers.

Main Duties

  • Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
  • Conduct investigations into complaints received and reach an outcome based on the merits of each case.
  • Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
  • Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including contractors and local councillors.

Skills and Knowledge

  • Excellent written communication skills and ability to distil a message clearly and succinctly.
  • Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
  • Customer focused, with a polite and empathetic telephone manner.
  • Ability to manage workload to ensure timescales are met.
  • Experience in customer service and dealing with complaints or difficult conversations.
  • A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
  • Ability to analyse complex complaints and customer feedback issues and evidence findings.

Working hours

Monday to Friday 37 hours per week – office hours

Job Description

Customer Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers.

Main Duties

  • Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
  • Conduct investigations into complaints received and reach an outcome based on the merits of each case.
  • Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
  • Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including contractors and local councillors.

Skills and Knowledge

  • Excellent written communication skills and ability to distil a message clearly and succinctly.
  • Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
  • Customer focused, with a polite and empathetic telephone manner.
  • Ability to manage workload to ensure timescales are met.
  • Experience in customer service and dealing with complaints or difficult conversations.
  • A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
  • Ability to analyse complex complaints and customer feedback issues and evidence findings.

Working hours

Monday to Friday 37 hours per week – office hours

Job Summary

Location: Eastleigh
Salary: £30899.00 - £30899.00 Per Annum
Contract Type: Permanent
Sector: Customer Service
Division: Commercial
Date: 12th June 2024

Apply now

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Key Contacts

Kerry Carter

Kerry Carter

Divisional Manager

Email: Click here
Phone: 023 9232 4666

Peter Hunt

Peter Hunt

Director

Email: Click here
Phone: 023 9232 4666

Sophie Carson

Sophie Carson

Commercial Recruitment Consultant

Email: Click here
Phone: 02392 324666

Apply now

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Job Summary

Location: Eastleigh
Salary: £30899.00 - £30899.00 Per Annum
Contract Type: Permanent
Sector: Customer Service
Division: Commercial
12th June 2024

Apply now

Share this job: