Overview
We’re proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do better and making amends when we may not get something quite right. That’s where you come in.
About the team
Abri’s Customer Relations Team is dedicated to resolving customer complaints, both orally and in writing, in a timely manner. The Team is also responsible for ensuring that issues that could affect other customers are identified and fed back.
Role purpose
The Complaints Quality Officer is responsible for upholding the standards of complaint investigations and responses by reviewing a sample of customer contact and reviewing a sample of draft complaint written responses. The role focuses on achieving fair customer outcomes through complaint handling, whilst ensuring we maintain and adhere to the standards set by Abri’s brand values and the Housing Ombudsman.
Quality and performance
The results of quality control checks are collected through a scorecard, and individual feedback and summary results should be shared with leaders within the function regularly, to steer performance management and trainings needs. You will own the quality control check process for the whole Customer Relations Team, as part of the Quality Control Framework and support Team Leaders and Customer Relations Managers with Quality Assurance activity.
Next steps
If this sounds like the opportunity you've been looking for and want to join a team as customer-focused and dynamic as you, we'd love to hear from you!
We’ll review and interview suitable candidates as they apply. If we receive enough applications, we'll close the advert early so be sure to apply today so you don’t miss out!
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