Join to apply for the Complaints Resolution Lead, Derby role at TieTalent.
We’re looking for an exceptional investigator with an eye for detail and a talent for building relationships, to join our small Complaints Team on our mission to deliver ‘Great Places’, 'Great Services’, and ‘Great Tomorrows’.
You’ll be part of a wider Contact Centre Team supporting us to deliver effortless customer experiences. You will drive change by analyzing trend data and communicating findings to inform service improvements, preventing complaints from occurring or reoccurring.
We seek someone with a practical approach to problem solving who can communicate effectively across mediums, applying excellent Customer Complaints skills developed over your career. Your experience in investigating stage 1 and 2 complaints and preparing information for the Housing Ombudsman will showcase your analytical and problem-solving skills.
Key responsibilities include:
* Adopting a fair approach to visiting customers at home to understand complaints and gather evidence.
* Deciding on compensation and goodwill gestures based on customer impact.
* Ensuring fair and consistent application of policies for compensation.
* Owning the complaint resolution process from start to finish, keeping customers informed.
* Preparing high-quality written responses for the Housing Ombudsman.
* Maintaining accurate records and evidence of investigations and correspondence.
* Preparing documentation for the Housing Ombudsman Service.
* Sharing learnings from complaints with senior management to prevent recurrence.
What we offer:
If successful, you’ll join a dynamic organization with an excellent culture, offering benefits like private healthcare, discount schemes, and a focus on health and well-being. There are ample opportunities for personal and professional growth, with the reward of helping communities thrive.
Your hours will be 37 per week, Monday to Friday, with flexible options. Holiday entitlement includes 25 days plus bank holidays and concessionary days at Christmas. We are an Investor in People Platinum organization, committed to providing the best employee experience.
Initial remote interviews are scheduled for 2nd September, with second-stage interviews at our Castle Donington office on 5th September. Please review our Role Profile to start your journey with us. Note that the vacancy may close early or candidates may be contacted before the deadline.
Salary: £40,793.00
Location: Derby, DE74 2SA
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Technology, Information and Internet
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