Job Description
Written and verbal communication | Working with vulnerable adults | Start mid/end of June | Hybrid |
Your New OrganisationThis regulatory organisation manages cases relating to concerns and complaints. Playing a vital role in providing clear guidance and maintaining high standards of communication throughout the complaint process.Your new role
* Respond to customer complaints and concerns via telephone and in writing, including enquiry closures and post-closure communication
* Organise and facilitate provisional enquiry meetings with complainants
* Analyse and summarise complex case information accurately and effectively
* Manage a caseload of liaison work, working collaboratively with colleagues across the organisation
* Arrange, facilitate, and transcribe telephone complaints where required
* Provide clear explanations of processes and decisions to stakeholders during and after case closure
* Apply safeguarding policies to protect vulnerable individuals
What you'll need to succeed
* Proven experience handling complaints and providing advice via phone, email, and written correspondence
* Strong understanding of working within policies, procedures, and service standards, including the Data Protection Act.
* Proficiency with IT systems, including MS Word, Excel, Outlook, and case management databases
* Excellent communication skills, with the ability to convey complex or sensitive information clearly and appropriately
* Strong interpersonal skills, with the ability to build rapport and demonstrate empathy while maintaining professional boundaries
* Exceptional written communication and drafting skills, with the ability to produce clear, concise correspondence in plain English
* Highly organised, with excellent attention to detail and the ability to manage competing priorities
* Ability to work independently and collaboratively as part of a team
What you'll get in return35 hour working week. Monday to Friday, 9am till 5pmHybrid working after the first week of induction/training Supportive and inclusive environment Offices in the heart of Manchester city centre Temp to cover secondment for 12 months Interviews will take place in mid-June with start dates asap afterWhat you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.#4801192