Job Title: Complaints HandlerLocations: Lewisham SE1, hybrid working once trained (4-6 weeks office based)Contract Type: 6 months tempWork Pattern: Monday-Friday 35 hours per week Start Date:ASAP
Job role - The Complaints role is pivotal to the success of delivering a first-class customer experience. This role is central to the seamless management and delivery of the overall complaints & Insight function. As brand ambassador for the team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement. As Complaints Officer you will:
1. The responsibility for the Repairs Service complaints performance ensuring we meet KPI's.
2. To provide and promote a professional and good quality service to both internal and external customers.
3. To deal with all Repair Service focused complaints in a professional manner, following them up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
4. To ensure all complaint responses to Informal, stage 1, 2 and 3 complaints, General Enquiries, MP, Mayoral, Councillor, Premature Ombudsman, Ombudsman, Freedom of Information and Chief Executive Enquiries are provided to the customer with...