Description:
You'll provide project support to customer service initiatives to enable an improved customer experience.
Key responsibilities
- Supporting complaints about our service through our case-handling system. This includes setting up complaints about our service on the system, making sure cases are allocated appropriately to meets the needs of our customers and our service, metrics analysis and reporting.
- Carrying out independent quality reviews on service complaints responses sent by casework colleagues, providing feedback on where things have been handled well and where they could be improved.
- Serve as a central point of contact for casework colleagues who have a query or questions when responding to service complaints. This could be through our dedicated Teams channel or via the Outlook mailbox. Your guidance and advice will help casework colleagues to resolve complaints about our service as early as possible.
- Resolving some of our less complex service complaints, ensuring you thoroughly address customer concerns, including where we can
- 't help, in line with our service level agreements.
- Ensuring any complaints that are passed to the Independent Assessor
- 's office are appropriately escalated within SLA along with supporting information and responding to any follow up questions.
- Ensuring the team
- 's intranet pages are accurate and kept up to date.
- Keeping our records of complaints about our service accurate and up to date.
To be considered for this role, you'll need to show us that you've got the skills and capabilities. You'll have to meet the following minimum criteria:
Minimum Criteria
- Proven experience of working in a customer service focused team, helping to resolve customer concerns about the service being provided
- Demonstrable experience of using excellent administration skills (including data entry and accuracy) and the ability to support a fast-paced environment that emphasises data protection and confidentiality
- Excellent written and verbal communication
- - you are professional, clear, and concise
- Ability to work independently, organise your time, and manage a busy workload of competing tasks to deliver deadlines and priorities