Customer Service Expert
In the role of Customer Complaints Expert, you will develop and motivate the complaints and resolution service to ensure excellent customer experience in line with business requirements.
To be seen as a Subject Matter Expert for technical opinions and contribution.
To promote a culture of service excellence with a view to achieving and maintaining a sector leading, award winning status within the complaints service.
To act as the escalation, point for the complaints and resolution caseworkers, with particular focus on complex or business significant complaints.
Key responsibilities/ deliverables
, To lead by example to create and maintain a culture that supports high performance, empowerment, accountability and professionalism at all levels.
, To provide training, coaching and guidance to members of the team to develop their technical expertise.
, To act as a role model to encourage open and constructive relationships and mentor others to build effective internal and external relationships.
, To make recommendations for improvements to the process, service and operational issues with a focus on adding value and improving quality and customer service.
, Ensure complaints are managed in line with the Housing Ombudsman Service regulatory code, by project managing the team to provide high quality responses.
, Monitor complaint responses and ensure that they meet the expected standard.
Knowledge, skills and competencies
, Educated to GCSE level or equivalent in Math's and English (Grades A
, Experience of administering a complaints or similarly complex process and coordination of complaint handling or a comparable process at Board/Director Level
, Experience of resolving complex multi-faceted complaints
, Proven track record of delivering exceptional Customer Service
, Excellent verbal and written communication and interpersonal skills
, Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved
, Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm, professional and sensitive.
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