Job Description
Job Title - Complaints Officer
Location - Eastleigh
Contract - Permanent
Hours - 37
Role summary - The company is seeking a highly skilled and customer-focused individual to join their Complaints Centre of Excellence as a Complaints Officer. This pivotal role is dedicated to resolving customer complaints both orally and in writing, ensuring a timely and fair resolution. The successful candidate will become an integral part of a team committed to enhancing customer satisfaction and loyalty.
Key Responsibilities:
Become a customer experience expert and brand ambassador.
Act as the first point of contact for customers in the complaint handling process.
Conduct thorough investigations into complaints received and determine outcomes based on individual case merits.
Communicate findings and outcomes to customers and stakeholders in a clear and concise manner.
Collaborate with other departments and external stakeholders to improve customer service.
Identify and suggest improvements to systems, processes, and policies to reduce future complaints.
Requirements:
Exceptional written communication skills with keen attention to detail.
Customer-focused with a polite and empathetic telephone manner.
Proven experience in customer service and handling complaints or difficult conversations.
Strong organisational skills to manage workload and meet deadlines effectively.
Proficiency in Microsoft Office suite (Outlook, Word, Excel).
Ability to analyse complex complaints and feedback issues, providing evidence-based findings.
Demonstrated commitment to the company's Values and Behaviours.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
