The Role

We are looking for someone who is a highly motivated team player, and who is enthusiastic and passionate about delivering excellent customer service and supporting colleagues to perform to the highest level.

*Provide an excellent customer focussed feedback service that includes provision of a consistently high quality customer facing service for enquiries, requests for service and complaints
*You will be responsible for the management of the Company's complaints, compliments and feedback service.
*You must Proactively respond to and resolve, in a timely, prompt, courteous and non-judgemental way, a wide range of queries within the customer service environment by face to face, telephone, email or in writing.
*Take responsibility for obtaining all information necessary to process and resolve a query/complaint, only escalating it to others when it is appropriate.
*Investigate complaints at the final stage of our complaints process and produce written responses for customers
*Log and allocate compliments, complaints and other feedback;
*Maintain accurate information systems by uploading, analysing and extracting data.
*Regularly update and monitor customer information held on the system
*Act as a customer advocate that seeks the facts; where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently
*You will be able to work professionally and effectively with staff and managers at all levels of the organisation in order to achieve the best possible outcome for customers.
*Analyse data and produce monthly, quarterly and annual reports
*Develop and deliver training on how to use our in-house Feedback System, and on complaint handling/running successful complaint investigations.
*You will be tenacious about gathering facts and assimilating data in order to investigate a complaint, you are also aware of when discretion is needed to suit individual situations.
*Most of all you will genuinely care about ensuring that customers receive excellent services, be willing to identify where there have been service failings, and work with Heads of Service to identify solutions.

The person
*Ideally Educated to ONC Level or studying towards this or have 2 'A' Levels. or equivalent
*Hold an NVQ or equivalent in relevant subject
*Successful experience of working in a customer facing environment
*Experience of successful complaint investigation and resolution
*Experience of developing and delivering training
*Experience of delivering projects including consultation exercises
*Experience of writing reports and presenting findings including the monitoring of performance
*Experience of successful application of analytical skills in solving complex problems
*Analytical skills with the ability to interpret complex information
*Communication skills written and verbal, and able to write complex responses to customer complaints
*Excellent ICT skills
*Excellent organisational skills
*Forward thinking approach
*Full current driving licence or access to a means of mobility support