Your New OrganisationThis regulatory organisation manages cases relating to concerns andplaints. Playing a vital role in providing clear guidance and maintaining high standards ofmunication throughout theplaint process.Your new role
1. Respond to customerplaints and concerns via telephone and in writing, including enquiry closures and post-closuremunication
2. Organise and facilitate provisional enquiry meetings withplainants
3. Analyse and summariseplex case information accurately and effectively
4. Manage a caseload of liaison work, working collaboratively with colleagues across the organisation
5. Arrange, facilitate, and transcribe telephoneplaints where required
6. Provide clear explanations of processes and decisions to stakeholders during and after case closure
7. Apply safeguarding policies to protect vulnerable individuals
What you'll need to succeed
8. Proven experience handlingplaints and providing advice via phone, email, and written correspondence
9. Strong understanding of working within policies, procedures, and service standards, including the Data Protection Act.
10. Proficiency with IT systems, including MS Word, Excel, Outlook, and case management databases
11. Excellentmunication skills, with the ability to conveyplex or sensitive information clearly and appropriately
12. Strong interpersonal skills, with the ability to build rapport and demonstrate empathy while maintaining professional boundaries
13. Exceptional writtenmunication and drafting skills, with the ability to produce clear, concise correspondence in plain English
14. Highly organised, with excellent attention to detail and the ability to managepeting priorities
15. 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 after