Absorbs and applies technical information.
Has a thorough understanding of their job and how own role relates to other roles and
to the business of the employer.
Has defined areas of responsibility.
May produce non-standard letters or reports.
Uses discretion in identifying and resolving complex problems.
Performs a broad range of work, sometimes complex and non-routine, in a variety of
Accountable for delivering assigned tasks within broader projects.
Limited decision-making scope on how tasks are to be fulfilled.
Can easily determine when work should be escalated to a higher level.
The Resolution Officer (Complaints) provides a focused response to customer contact
relating to service failure or dissatisfaction. The Resolution Officer will work as part of a
dedicated complaints resource within the contact centre ensuring we provide appropriate
resolutions for customers.
Resolve dissatisfaction where possible and appropriate outside the formal complaints
Investigate complaints and members enquiries providing timely responses that offer
full explanation and wherever possible, resolution for customers
Support lead handlers and senior managers with investigations and responses in a
thorough and timely way
Work collaboratively with other staff, teams and external suppliers to resolve issues
and deliver high levels of customer satisfaction
Facilitate and monitor agreed resolution actions, maintaining tailored communication
with customers to build and maintain customer confidence and escalating blockages
to ensure timely and effective management of cases and prevent escalations
Provide support for complaints panel reviews
Ensure all relevant systems are updated during the management of cases
Support the provision of responses to informal and formal contact from the Housing
Demonstrable experience of effective complaint handling and working in a customer
Proficient and confident using electronic document management systems
Excellent communication and listening skills with experience of communicating
verbally and in writing with customers, suppliers, colleagues and external stakeholders at all levels
Problem solving skills with proven track record of delivering positive outcomes for
Influencing Skills with experience of dealing directly with customers
Excellent organisational skills with experience of prioritising own workload
Proven commitment to delivering excellent customer service
Demonstrate a professional, but friendly and outgoing approach to work
Have a flexible approach around working hours and tasks required by the business
Be adaptable to change , be proactive and be positive
Minimum GCSE grade C or equivalent in English Language and Maths
Intermediate level proficiency of IT packages such as Microsoft Office (Word, Excel
and Outlook )
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