Job Title: Customer Resolution Officer (Complaints)
Location: Customer Experience (Operations), Colindale
Salary: £29,000 per annum
Hours: 37.5 per week
Over the past year we have changed the way we provide services to make it easier for our housing customers to get what they need from us, including through equipping our Customer Contact team to assist with a wider range of enquiries at first contact. To further improve customer experience, we are creating a Customer Resolution Team that will lead on responding to complaints, correspondence and escalated enquiries and issues. The team will ensure that we take learning from complaints and other customer insight to drive service improvement.
Based in the new team, the Customer Resolution Officer (Complaints) will lead on the management of complaints, Members’ Enquiries, freedom of information requests (FOIs) and the resolution of complex customer issues for services within Operations. The key purpose of the role is to provide an excellent service to customers who have complaints or complex issues. The Customer Resolution Officer will ensure that customers’ concerns are fully understood, and that they are addressed comprehensively and quickly in way that helps our customers and minimises further issues. The Customer Resolution Officer will also play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.
We are looking for people who:
- have excellent customer service and communications skills with the ability to assist customers facing difficulties in a way that ensures customers feel listened to, informed, updated and reassured
- are proactive problem-solvers who work effectively with colleagues to understand and address issues for customers, ensuring information and solutions are provided quickly and comprehensively
- are enthusiastic and able to learn quickly about new areas (including legislation, policy and process), and are passionate about improving services through identifying learning from problems that customers have experienced.
Closing date: 1 October 2021
Interview date: TBC
You will receive a Flexible benefit allowance of 5% of your base salary. Flexible benefits are hosted by AON and will allow you to choose from a variety of benefits.