Job Summary
We are seeking a dedicated and detail-oriented Complaints Officer to join our team. The successful candidate will be responsible for managing and resolving customer complaints in a professional and efficient manner. This role requires excellent communication skills, both verbal and written, as well as the ability to analyse issues and provide effective solutions. The Complaints Officer will play a crucial role in enhancing customer satisfaction and maintaining the company's reputation.
Duties
- Receive, investigate, and resolve customer complaints through various channels, including phone, email, and in-person interactions.
- Maintain accurate records of complaints and resolutions using data entry skills.
- Communicate effectively with customers to understand their concerns and provide timely updates on the status of their complaints.
- Analyse complaint trends to identify areas for improvement within the organisation.
- Collaborate with other departments to ensure a cohesive approach to complaint resolution.
- Uphold high standards of phone etiquette while interacting with customers.
- Provide feedback to management regarding recurring issues or potential enhancements to products or services.
- Upsell relevant products or services where appropriate during customer interactions.
- Support multilingual customers by providing assistance in English and Spanish when necessary.
Experience
The ideal candidate will possess:
- Proven experience in a customer service or complaints handling role within the health and social care sector
- Strong analytical skills with the ability to assess situations critically.
- Excellent verbal and written communication skills in English; proficiency in Spanish is highly desirable.
- Experience with data entry and maintaining accurate records.
- A friendly demeanour with an emphasis on providing exceptional customer service.
- Bilingual or multilingual capabilities are advantageous for effectively communicating with diverse clientele.
If you are passionate about helping others and have the skills necessary to excel as a Complaints Officer, we encourage you to apply for this rewarding opportunity.
Job Types: Part-time, Permanent
Pay: £30,000.00 per year
Expected hours: No more than 16 per week
Benefits:
- Company pension
- UK visa sponsorship
Schedule:
Education:
- Certificate of Higher Education (preferred)
Experience:
- Health and Social Care: 4 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
