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Complaints Officer

Posted 5 February by Connect2Staff Easy Apply Ended

Complaints Officer

£25,000 - £27,000 per annum DOE

Our client based in Kings hill who are a large customer services centre are looking for a Complaints Officer to join them

The complaints team are responsible for responding to all customer complaints that cannot be resolved within 3 days. The role involves investigating the complaint and responding to and resolving complaints.

Monday to Friday 40 hours per week

Role Responsibilities

Complaint case management

  • Preparing complaint files
  • Investigating the complaint
  • Drafting a reply to the complainant
  • Finalising the reply to the complainant
  • Responding to complaints in the most appropriate manner
  • Logging and reporting of complaints
  • Identifying trends in complaints

case management

  • Preparing files for submission
  • Replying to correspondence
  • Corresponding with the customer
  • Arranging for the implementation of the decision
  • Logging and reporting of cases
  • To review complaints and identify patterns or trends
  • To investigate and determine the root cause of the complaint
  • To make appropriate recommendations to management
  • To provide training to the business

Personal Qualities & Key Skills

  • Complaint handling and customer service skills is essential
  • Communication, influencing and negotiation skills
  • Decision making and being able to take initiative
  • Ability to remain calm under pressure
  • Flexibility to respond to changing requirements and client needs
  • IT numeracy
  • Research, investigative and analytical skills with the ability to make pragmatic and commercial decisions
  • Good literacy skills, capable of constructing professional, explanatory and well written letters

connect2staff are acting as an employment agency in relation to this role

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.

Reference: 34396268

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