Benefits
* Annual holiday; increase after 1 years’ service to a maximum of 5 days
* Long service awards; continuous service at key achievements are rewarded
* Perkbox; from free coffees and cinema tickets to trips away and much more
* Volunteer day; paid yearly volunteer days for a worthy cause
The Role
The Complaints Officer role is to effectively investigate and respond to complaints received relating to service and administrative issues within Axis Repairs and Maintenance, ensuring customers’ concerns are listened to and responded to professionally and appropriately and that lessons are learned to enable service improvements.
Responsibilities
* Complaint Handling
o Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever possible.
o Investigate and register all complaints and report in accordance with company and client procedures. Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.
o Ensure all complaints are recorded on the Company’s Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.
o Visit and meet residents in their homes where possible, or co-ordinate a home visit when required or requested, dealing with their needs and queries ensuring they are kept always informed.
* Service Improvement
o Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service
o Identify training needs across the department to enhance service delivery.
o Report on trends relating to employee conduct and escalate any concerns to Customer Experience Manager.
* Miscellaneous
o To contribute ideas and suggestions that may enable the company to provide a better service.
o Provide any other reports requested by Complaints Team Leader or Customer Experience Manager
o Fully comply with the Organisations Health and Safety and Lone Working policies.
o Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
Essential Requirements
* Knowledge of complaint handling processes and procedures
* Proven understanding of Customer Care with reference to vulnerable people is
* Experience of handling complaints and responding to customer dissatisfaction
* Experience of making timely and rational decisions, based on relevant information and experience
If this opportunity interests you we would love to hear from you, what are you waiting for!
Many faces, One Axis
We value diversity in our business and actively support and celebrate it for the benefit of our employees, clients, and community. We are proud to be an equal opportunity workplace and embrace diversity above all.
If you need any accommodations during our hiring process, please let us know in your application. Our goal is to meet your needs and make the assessment process fair and transparent.
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