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Complaints Officer

December 6, 2023 | Comments Off on Complaints Officer

Customer Complaints Officer

Based in Basildon

Permanent - £26,000k per annum + Benefits

Previous complaints experience needed!

The role is working with a reputable Leading Maintenance Contractor covering 3 of their contracts that are run out of their hub based in Basildon and they are looking for resilient individual to work on their repairs team dealing with the resolution of complaints.

Responsibilities:

  • Take ownership for responding to inbound communications (calls and emails).
  • Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer's needs.
  • Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
  • Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience
  • Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of the gas or electricity meter, re-setting a blown fuse, etc).
  • Where an appointment is required, work to ensure that it is offered in line with contractual Service Level Agreements (SLAs), the customer's preferences and Operational constraints (i.e. make a promise to the customer that you are confident we can meet).
  • Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information
  • Where a resident wants to re-book an appointment, it may be necessary to liaise direct the Planners and Service Controllers to communicate short-notice changes
  • Capture detailed notes on the system to support operatives in completing a first-time fix on site

Benefits:

  • 26 days holiday
  • Enhanced pension plan
  • Life insurance
  • Cycle to work
  • Buy & Sell holiday
  • Work perks and portal discounts
  • Learning and development opportunities
  • Loyalty and Value awards

If you are interested in this role please apply directly.

LON123

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