Address
Form of work
SalaryDo you have good verbal and written communication skills?
Can you make effective decisions?
Will you remain calm while handling high volumes of correspondence?
If this sounds like you, we would like to hear from you!
The successful candidate will be required to respond to customer correspondence within 10 working days of receipt; assessing, logging and investigating complaints and enquiries concerning Approved Driving Instructors (ADIs).
Responsibilities include, but are not limited to:
- Drafting replies to customer/ADI complaints and enquiries; making effective decisions and taking any appropriate action. Ensuring the message, quality of the response is correct while managing the needs and expectations of the customer, wherever necessary, taking on board any changes or feedback from managers.
- Providing customers/ADIs with thorough replies to prevent/reduce escalations/further correspondence and help to achieve the target of responding to 90% of correspondence within 10 working days.
- Gathering and considering all information provided, putting forward clear recommendations, escalating to management where appropriate to remove/keep complaints logged against an ADIs record without bias and using supportive evidence.
- Accurately identifying the correct Driving Instructor prior to sending for comments and ensuring systems are updated correctly when adding a complaint using the appropriate complaint code, fully adhering to GDPR regulations at all times.
For further information, please find the attached candidate pack.
