Customer Relations Officer

• Job Type: Full-time
• Location: Portsmouth
• Salary: up to £29,640

We are seeking a Customer Service Coordinator to join a well-established team, responsible for managing the Compliments, Complaints, Customer Portal, Customer Satisfaction, and Customer Texting Service processes. The ideal candidate will be focused on delivering customer service excellence and ensuring the right outcomes are achieved in a call centre environment.

• Manage the end-to-end process for all information received, maintaining the Compliments and Complaints register and customer portals.
• Record accurate and valuable information directly into the Compliments and Complaints Register, our Job Management Systems, and Client Databases.
• Ensure Compliments and Complaints are dealt with in a timely manner and provide customer service excellence for all internal and external customers.
• Address Complaints and Compliments by following our Integrated Management System processes and procedures, escalating issues when necessary.
• Work closely with the Repairs Management Teams to identify the root cause of complaints and ensure corrective action is undertaken.
• Manage customer satisfaction feedback from the portal to identify immediate issues and trends for continual improvement.
• Collaborate with Repairs Management Teams to learn lessons and prevent similar complaints in the future.
• Use data and measures to monitor performance and identify areas for improvement.
• Assist with other administrative activities to support the team and manage the service effectively.
• Adhere to Health & Safety guidelines and work with the Company to ensure safety.

• GCSE or equivalent grade C or above in Math and English.
• Minimum of 2 years Customer Service Experience.
• Previous complaint or dispute handling and investigation experience.
• Good interpersonal skills and ability to communicate at all levels professionally.
• Empathetic, patient, and positive attitude with a professional telephone manner.
• Intermediate computer skills in MS Office applications, particularly MS Excel.
• IT literate with the ability to quickly learn and use job management systems.
• Highly organised, self-motivated, and able to prioritise work effectively.

• 31 days annual leave rising to 36 days with length of service (including bank holidays).
• Cycle to Work Scheme.
• Discounted Gym Membership.
• Employee recognition scheme.
• Length of Service Rewards.
• Employee Assistance Programme.

To apply for the Customer Service Coordinator position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.