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Large Housing Association requires a Complaints Triage and Service Recovery Officer to manage customer dissatisfaction before it escalates to a formal complaint.
Responsibilities:
Act as first point of contact for customers who are expressing concerns or dissatisfaction, deploying empathy, problem solving skills and proactive communication to address their issues.
Triage and assess customer concerns, suggest appropriate solutions and where possible recover the issue.
Find the best route to customer satisfaction and where necessary log a formal complaint investigation.
Skills and experience:
Excellent customer service and communication skills through multiple channels.
Empathy and a personal approach to problem solving.
Collaborative nature and confidence in dealing with multiple stakeholders.
Proven experience in a complaint handling or customer service role.
The role is hybrid with Wednesdays and Thursdays in the office. 19.49 ph PAYE or 25.57 Umbrella
