Customer Feedback Advisor
Chelmsford
£32,130
We are looking for a Customer Feedback Advisor to support the delivery of an effective customer complaints and feedback process so that that we provide a high-quality, timely and efficient service in line with our policy that responds to and learns from customer complaints and feedback and delivers a good customer experience.
What you'll be doing
1. Support teams across the business to thoroughly investigate complaints, identifying root causes, satisfactory resolutions and service improvements, with the confidence to challenge findings if necessary.
2. Ensure that we provide customers with high-quality, consistent and timely responses to their complaints, managing an allocation of cases.
3. Help to ensure compliance with the Housing Ombudsman Complaints Handling Code, identifying and implementing opportunities for enhancing our approach to customer complaints and feedback
4. Assist the Customer Feedback Manager with analysing and sharing customer feedback and complaints data, trends and insights, to help the business deliver great customer service and to shape our strategies, policies and processes.
5. Provide support and guidance to colleagues around the business as needed on ...