Customer Feedback Officer
Customer Feedback Officer
Do you have experience of dealing with complaints and finding solutions to these?
Due to an internal expansion to a department, a new job opportunity has come available.
Reed have partnered with a charitable housing association based in the East of Bristol, recruiting for an experienced Customer Feedback Officer on a full time, permanent basis.
The customers that you would be looking after, will be within the Bristol, Swindon and Bath area.
Hours: 37 hour working week, Monday – Friday, flexible on when you do these hours between 7 and 6 (7-3, 8-4, 9-5, 10-6 for example).
Hybrid working: Again, flexible on this. Requirement to be in for 3 days at least for the first couple of weeks of training/inductions/onboarding
Role:
Provide a customer-focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.
Duties:
Ensure the effective logging of complaints, tracking of responses and escalations, recording outcomes and collating the required information to deliver an effective complaints handling service back to customers
Utilise IT systems to capture the complaints process, ensuring all information is tracked and logged
Ensure all learning from complaints and customer comments & suggestions is agreed, captured and reported
Liaise with teams across the business to drive an effective query resolution first approach
Act on current trends and improve the end-to-end customer experience and to cut down on time taken to respond to complaints and resolve
Produce performance data in terms of complaints management in line with the complaints policy and the Ombudsman guidance
Produce a holistic overview of what customers are experiencing using insight from a variety of sources (Systems, customer feedback, colleague feedback, social media and quality assurance checks)
Support with quality assurance checks to ensure delivering excellent quality to anyone who contacts the Team through various customer channels
Monitor external good practice and make suggestions as to how this can be incorporated into their processes
Attend meetings, events and consultations when appropriate and as required to support resident involvement and community development
Requirements:
Complaints handling experience
Strong administrative experience
Customer focused
Ability to show empathy and deal with customers in stressful situations
Experience of utilising data systems, processing data and updating records
Strong written and numerical skills
Benefits:
30 days holiday, plus bank holidays, plus the ability to purchase up to five additional days of annual leave
One volunteering day each year
Flexible work style
Free immunisations
Free eye tests
Free fruit in our offices
Cycle to work scheme
Employee Assistance Programme
Mental health first aiders
Gain skills and qualifications through their very own University
Paid professional memberships
£700 flexi benefit that can be used towards anything that improves your health and wellbeing e.g. breaks away, treatments, counselling, fitness activities insurance, family activities
6.16% pension contribution, plus life insurance
Employee interest free loan of up to £1000
Company sick pay of up to 14 weeks full pay plus 14 weeks half pay
Independent financial advice
STAR recognition awards
Reference: 52422356
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