This is a full-time temporary position for 6 months, based at Hutton Headquarters.
Key Duties:
* Manage customer complaints from receipt through to resolution.
* Provide excellent customer service and keep customers updated throughout the complaints process.
* Assess and investigate complaints in line with legislation, policies and procedures.
* Prepare detailed reports and recommend appropriate outcomes.
* Liaise with complainants, officers and other stakeholders to resolve cases fairly and impartially.
* Identify complaint trends and organisational learning opportunities.
* Maintain accurate records using the Centurion case management system.
* Provide advice and guidance on complaint handling and conduct matters.
* Prepare case summaries and supporting documentation for reviews and appeals.
* Support training of new team members and deliver training where required.
Requirements:
* Previous experience handling customer complaints or customer service cases.
* Must be happy to undertake the police vetting process which can be lengthy and take up to 4 weeks.
* Strong written and verbal communication skills.
* Experience producing accurate reports with excellent attention to detail.
* Ability to investigate issues, make sound decisions and manage a varied workload.
* Confident dealing with challenging or sensitive situations.
* Experience using Microsoft Office (Word, Excel and PowerPoint).
* Ability to work independently and as part of a team.
* Knowledge of confidentiality, data protection and professional standards.
* Customer Service qualification or relevant customer service training is desirable.
Hours & Pay:
* Monday to Friday (working hours confirmed at interview)
* £13.84 per hour
* Weekly pay via the agency!
Sounds like you? Please apply with an up to date CV. For more information, please call the office on (phone number removed)
Salary description
£13.84 - £13.84 per hour