Complaints Officer

The 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

• Become a customer experience expert and brand ambassador, providing the highest standard of customer service.
• 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 regulators, contractors, and local councillors.
• Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities.

Skills and Knowledge

• Experience of working within a complaint handling role, with the ability to analyse complaints and customer feedback issues and evidence findings.
• Excellent written communication skills (spelling, grammar, punctuation) and ability to distil a message clearly and succinctly.
• Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service.
• Keen attention to detail.
• Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairy.
• Problem-solving skills, with an eager, positive, and proactive approach.
• Ability to manage workload to ensure timescales are met, in a fast-paced environment.
• A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
• Strong organisational skills.