Incommunities

Customer Experience Complaints Assistant

Incommunities

part-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Salary

💰 £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