Customer Service Advisor - Complaints

Customer Service Advisor - Complaints
Location: Hybrid basis - days onsite to be discussed with manager, with local area knowledge required (Lowestoft/Melton area)
Pay Rate: £16.08 per hour PAYE
Contract Length: Temporary basis, initial 6-week assignment with potential to extend. 37 hours per week, Monday - Friday 8.45am - 5pm. Lunch is unpaid.
Start Date: As early as Monday 3rd August, subject to compliance checks

Hybrid working arrangements can also be considered
Equipment Collection Location- Melton, IP12 1RT
Contact Centre Location- Lowestoft, NR33 0EQ
This is primarily a remote role, however applicants must be based locally to collect and return equipment and have a good understanding of the local area. Hybrid working is also available.

Locations

Equipment Collection/Return: Melton, IP12 1RT
Contact Centre: Lowestoft, NR33 0EQ
The Role
You will play a key role in managing customer complaints and feedback, ensuring all cases are handled professionally, sensitively and in line with East Suffolk Council's policies and service standards.

Key responsibilities include:

Manage and coordinate Stage 1 and Stage 2 complaints in line with East Suffolk Council's Customer Feedback Policy.
Investigate customer complaints thoroughly by gathering information, reviewing case histories, liaising with service teams and analysing relevant evidence.
Take ownership of complaints from receipt through to resolution, ensuring customers are kept informed throughout the process.
Work collaboratively with internal departments to identify appropriate solutions and ensure issues are resolved in a timely and satisfactory manner.
Prepare clear, accurate and professional written responses that address customer concerns, explain outcomes and demonstrate empathy where appropriate.
Ensure complaint responses are issued within agreed service level agreements (SLAs) and statutory timescales.
Monitor and follow up on agreed actions, ensuring commitments made to customers are delivered and recorded.
Identify recurring themes, service failures and opportunities for improvement, escalating issues where required.
Provide guidance and support to colleagues on complaints handling procedures, best practice and customer feedback processes.
Maintain accurate records and produce reports on complaint trends, performance and resolution outcomes.
Deliver a high standard of customer service, building trust and confidence through professional, fair and consistent complaint handling.
What We're Looking For:

Minimum 2 years' experience in complaints handling or dispute resolution
Previous customer service or contact centre experience
Excellent written and verbal communication skills
Strong attention to detail and accuracy
Ability to handle sensitive situations with empathy and professionalism
Able to work independently and manage workloads effectively
GCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and MathematicsImportant Information
All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.

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