Complaints Officer

Role: Complaints Officer

Location: Birmingham - hybrid working (3 days office 2 days at home)

Salary: Up to £32,000 DOE

Term: 6 month fixed term contract

Hours: 35 hours per week, Mon-Fri 9am-4.30pm

CCA Recruitment are delighted to be partnering with a client to deliver recruitment for a Complaints Officer their customer contact centre based in Birmingham. Handling escalated complaints for their customers to make decisions to enhance customer service. Experience of working as a Complaints Officer in a fast-paced customer contact centre environment is essential for this role.

Do you have complaints resolutions experience within a customer focused environment?

Are you able to investigate and follow through on a task from start to finish?

Is your aim to give customers the best experience possible?

Previous experience of working within complaints resolution is essential for this Complaints Officer role. As a Complaints Handler working for the operation division you are responsible for ensuring that customers receive a timely and positive response to their complaints, achieving high rates of satisfaction. On occasion customers may be vulnerable or stressed and your goal must be to do everything possible to ensure a positive customer experience through resolving their complaint.

The Complaints Officer role will start on a fixed term basis for 6 months.

Duties of the Complaints Officer will include:

• Deal with and resolve complaints to prevent them escalating further.
• Support the complaints team in collating information. Carry out specialist investigations into complex and multi-service complaints and co-ordinate responses.
• Draft complaint responses and ensure that a robust and consistent approach is taken and the information given is accurate and of a high standard. That appropriate investigations are undertaken and issues raised by customers are fully addressed, and confidently.
• Co-ordinate and monitor the responses to customer enquiries, from staff or other stakeholders to ensure they are dealt with effectively.
• Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
• Build effective relationships with customers and keep them informed on progress of their complaint/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
• Work with the operations manager to help identify training, procedural and policy issues and ensure all new service managers know what is required from them in relation to dealing with complaints and Ombudsman enquiries.
• Build and maintain effective and productive working relationships with internal and external stakeholders.

Experience of working as a Complaints Officer in a fast-paced customer service centre environment is essential for this role. Please follow the link to apply.

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