Temporary Complaint Officer
| Posting date: | 18 April 2024 |
|---|---|
| Salary: | £17.0 to £25.0 per hour |
| Additional salary information: | Paying up to £25 per hour |
| Hours: | Full time |
| Closing date: | 18 May 2024 |
| Location: | Reading, Berkshire, RG1 3BE |
| Company: | Hays Specialist Recruitment |
| Job type: | Temporary |
| Job reference: | 4553234_1713446066 |
Summary
Complaint Officer - Temporary Role
Responsibilities:
- Deliver efficient resolutions and next steps for customers, demonstrating sophisticated influencing and negotiation skills.
- Be responsive to changing customer needs, showing empathy during challenging conversations. Handle situations involving hate crime, domestic abuse, trauma, complex financial issues, and other complex experiences.
- Commit to developing expertise in critical specialist areas. Be prepared to take on new areas as customer demand and business needs evolve. Effectively communicate the business' approach to both internal stakeholders and customers.
- Build customer confidence in digital channels. Personally embrace new digital tools to deliver excellent customer service.
- Utilise data and behavioural insights to propose service innovations. Actively contribute to driving positive change.
- Take personal pride in the neighbourhoods and engage in complex multi-stakeholder communications.
Skills needed:
- MUST HAVE Stage 2 Customer Service experience and experience working in housing.
- Demonstrated experience in providing excellent customer service.
- Proficiently handled cases involving individuals with diverse specialist and complex needs.
- Committed to innovation, quality, customer service, and cost-effectiveness.
- Possesses strong communication skills, positively influencing and negotiating outcomes.
- Skilled in adopting new digital solutions and driving organisational change.
- Successfully worked in partnerships to meet customer needs, navigating complex multi-agency relationships.
- Thinks beyond processes to find creative solutions for customers.
Scope:
- Budgets - making good use of available budgets.
- Area of impact - the direct customer experience including the handling of complex cases and managing stakeholder relationships
- Nature of impact - responsible for delivering services that meet high standards for customer experience. Business wide impact in communicating clear narrative regarding the business' approach.
- Decision-making authority - day-to-day operational decisions and decisions relating to customers that demonstrate commitment to a personal approach.
Planning - the ability to balance work coming in over a given day or week, and to contribute to medium-term planning spanning one to three months.
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