Customer Complaints Officer

Customer Complaint Officers are responsible for supporting customers through the complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case. The team are also responsible for ensuring that issues are identified and fed back, that could affect other customers.

Main Duties

• Act as the first point of contact for our customers in the complaint handling process, by acknowledging complaints and informing customers of what to expect next.
• Conduct investigations into complaints received and reach an outcome based on the merits of each case.
• Communicate your findings and outcome to our customers, and stakeholders, clearly and concisely, constructing a strong oral and written case.
• Liaise and develop a working relationship with other Departments across the organisation and external stakeholders, including contractors and local councillors.

Skills and Knowledge

• Excellent written communication skills and ability to distil a message clearly and succinctly.
• Ability to show initiative and make appropriate decisions, whilst acting sensitively and fairly.
• Customer focused, with a polite and empathetic telephone manner.
• Ability to manage workload to ensure timescales are met.
• Experience in customer service and dealing with complaints or difficult conversations.
• A good working knowledge of Microsoft office packages including Outlook, Word and Excel.
• Ability to analyse complex complaints and customer feedback issues and evidence findings.