Complaint Logging and Documentation: Accurately log and document customer complaints received via phone and email. Record all relevant details, including the nature of the issue, customer information, and timestamps. Thorough Investigations: Conduct detailed investigations into customer complaints. Collaborate with franchisees, internal departments, and line managers to gather necessary information. Identify root causes to support effective resolution. Proactive Communication: Maintain proactive communication with customers throughout the resolution process. Provide regular updates on progress and expected timelines. Manage customer expectations with clarity and empathy. Ownership and Timely Closure: Take full ownership of each complaint. Ensure timely resolution by taking all necessary actions to meet customer satisfaction. Uphold a high standard of professionalism from initial contact to final resolution. Customer Satisfaction Assessment: Contact recently serviced customers to assess satisfaction levels. Actively seek feedback to identify opportunities for improvement. Use insights to enhance service quality. Promoting Positive Reviews: Engage with customers to encourage positive reviews on platforms such as Google, Trustpilot, and Facebook. Highlight the importance of their feedback in supporting the company’s reputation and growth. Behaviours & Attributes Open & Clear Communication Customer Focused Organised Self-Motivated & Hardworking Problem Solver Proactive & hands-on Team player Critical Success Factors Efficient Complaint Resolution: Resolve all customer complaints within agreed timescales. Demonstrate a strong commitment to effective complaint handling. Timely Review Responses: Respond promptly to customer reviews—both positive and negative—on relevant platforms. Use approved response templates to ensure consistency and address concerns within 48 hours. Brand: Neighbourly - GBR Shared Services