General description

You will be responsible for responding to complaints and ensuring they are dealt with quickly and efficiently. This is an exciting and challenging opportunity for someone who can demonstrate excellent written and telephone skills. You must have a proven background in dealing with written complaints.

This is a great company to work for, they can offer you an excellent working environment and a friendly and welcoming team.

The working hours for this role are 9:00am - 5:00pm, Monday to Friday.

Core duties and responsibilities

• Gathering information that will allow you to effectively resolve and respond to complaints
• Prioritising case load
• Speaking to complainants / Advice Agencies / Solicitors and other 3rd parties on the phone to gather information
• Discussing ongoing escalated cases with the complainant or any 3rd parties via the telephone where they remain dissatisfied
• Providing detailed written responses to complaints in accordance with complaints procedure, based on the information obtained, ensuring all the points raised have been covered
• Ensuring that the appropriate management databases are noted and kept up to date with progress made on a daily basis
• Ensuring any significant complaints trends are brought to the attention of the Customer Care Manager
• Filing and other general administrative tasks

Other duties and responsibilities

• Such duties as directed by a manager may be required from time to time

Training requirements

• In-house databases

Knowledge and skills: Essential

• Understanding of the written Complaints process
• Excellent Literacy skills
• Excellent Customer Service skills
• IT literate - proficiency with Microsoft
• A clear and effective communicator, verbally and written
• Excellent time management, planning and organisational skills
• Able to work on own initiative and within a team environment

Knowledge and skills: Desirable

• Experience of using databases

Qualifications: Desirable

• Good level of general education including GCSE in Maths and English (grades A-C)
• Knowledge of the civil enforcement process

Experience: Essential

• Experience in dealing with written / verbal complaints
• Understanding of Customer Service
• Ability to excel under pressure and when working to frequent tight deadlines
• Letter writing

If you have the relevant experience for this role, please apply.