Job Information Contact Centre Resolution Officer (Complaints)
Job Type Full-time
Duration Temp to Perm
Department Housing
Category Customer Service
Sub Category High Touch Customer Service
Shift 9 AM to 17 PM
Minimum Education GCSE/NVQ or equivalent
Degree Title C or equivalent in English/Math
Minimum Experience 3 Years (Intermediate level proficiency of IT packages)
Age 25 Years Plus (Experienced) - 25 Years Plus (Experienced)
Job Status
Start Publishing 30-09-2016
Stop Publishing 07-10-2016
[London,United Kingdom ]

Do you have housing complaints experience or regulatory background (e.g. SE Water)?  
Are you a job seeker living within a 10 mile radius of West Malling?
Contact us now! 

There are four full time, 36 hours/week, temp to perm vacancies to 

  • resolve dissatisfaction where possible and appropriate outside the formal complaints
  • investigate complaints and members enquiries providing timely responses that offer
    full explanation and wherever possible, resolution for customers
  • support lead handlers and senior managers with investigations and responses in a
    thorough and timely way
  • work collaboratively with other staff, teams and external suppliers to resolve issues
    and deliver high levels of customer satisfaction
  • facilitate and monitor agreed resolution actions, maintaining tailored communication
    with customers to build and maintain customer confidence and escalating blockages
    to ensure timely and effective management of cases and prevent escalations
  • provide support for complaints panel reviews
  • ensure all relevant systems are updated during the management of cases
  • support the provision of responses to informal and formal contact from the Housing
    Ombudsman Service 

Our client needs you to

  • prove commitment to delivering excellent customer service
  • demonstrate a professional, but friendly and outgoing approach to work
  • have a flexible approach around working hours and tasks required by the business
  • be adaptable to change , be proactive and be positive

  • Minimum GCSE grade C or equivalent in English Language and Maths
  • Intermediate level proficiency of IT packages such as Microsoft Office (Word, Excel
    and Outlook)
Preferred Skills
  • Demonstrable experience of effective complaint handling and working in a customer 
    service environment
  • Proficient and confident using electronic document management systems
  • Excellent communication and listening skills with experience of communicating verbally
    and in writing with customers, suppliers, colleagues and external stakeholders at all levels
  • Problem solving skills with proven track record of delivering positive outcomes for customers
  • Influencing Skills with experience of dealing directly with customers
  • Excellent organisational skills with experience of prioritising own workload
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