Customer Support Specialist
Zenergi
Customer Experience Complaints Assistant
Incommunities
part-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £26,691 per year
Job Level
Mid-LevelSenior
About the role
- Provide support in recording, investigating, resolving, and responding to complaints, ensuring efficiency and regulatory compliance
- Work closely with internal colleagues to manage complaints activity and provide advice, assistance and guidance to complaint handlers
- Understand drivers of complaints to reduce complaints and enhance the customer experience
- Ensure compliance with the Housing Ombudsman Complaint Handling Code and keep up to date with regulatory changes
- Manage, administer, and record accurate data relating to customer experience, compliments, and complaints
- Capture customer feedback and ensure customers are responded to within SLAs and kept updated
- Identify root causes of complaints and provide insight to improve processes and support continuous improvement
- Embed a positive complaint handling culture
Requirements
- Previous administrative and customer service experience
- Ability to work as part of a team and meet deadlines
- Assertive, confident, and capable of dealing with customer objections
- Experience of working with customers and complainants
- Good knowledge of office IT systems, e.g. Excel, Word, and PowerPoint, Dashboards and able to interpret data
- Can maintain a professional manner while dealing with customer complaints
- Able to interpret, understand and adhere to policy and legislation
- Ability to quickly build rapport with different customer personalities/types
- Basic DBS (Disclosure and Barring Service) check required as part of pre-employment process
