Do you have tact and empathy and want to use those skills to help people? Do you want to work for an organisation who truly believe in putting the customer first? This role could be the one you have been looking for as you will ensure the highest standards of service in handling customer complaints, identifying trends, and improving resolution at the first point of contact. Reporting into the Head of Central Operations and working in a small team of 3 but also being part of the wider customer service team.
Your main role will be:
- Act as the first point of contact for customer complaints, ensuring they are handled efficiently and professionally to maximise resolution at first contact.
- Conduct in-depth investigations into customer complaints, identifying root causes, and drafting comprehensive responses to ensure a fair and consistent approach.
- Develop and maintain complaints packs that highlight key trends, recurring issues, and areas for service improvement. Present findings to senior management to drive proactive solutions.
- Collaborate with internal stakeholders to improve processes, streamline complaint handling, and enhance customer experience.
- Lead engagement meetings/share best practise with other departments to improve complaint resolution at 1st point of contact
To be successful you will have:
- Proven experience in customer service with a strong focus on complaints handling
- and resolution.
- Strong analytical skills with experience in reporting and identifying trends from
- customer data.
- Excellent written and verbal communication skills, ensuring clear and professional
- complaint responses.
- Experience or a willingness to learn preparing reports, complaints packs, and
- presenting insights to senior stakeholders.
- Proactive approach to problem-solving and service enhancement.
This role is ideal for someone passionate about improving customer satisfaction through effective complaints management and service improvements. In return you will work in a collaborative environment within a fantastic team.