Customer Feedback Officer

We are currently recruiting for a Customer Feedback officer to work within repairs and maintenance team. Working with the team to answer customers queries, feedback and complaints.
The role
* Taking feedback from Customers who have used the service
* Ensuring learning from feedback is embedded in the team to ensure service delivery meets the needs of our customers.
* Taking telephone calls and documenting information and responses.
* Dealing with complex queries
* Using feedback to increase service levels
* Reporting to senior staff
The person
* Must have previous customer service experience to resolution level
* Be I.T literate using MS Office
* Be able to handle telephone queries
* Be able to share information with the team
* Be able to use feedback to make changes
* Must be educated to GCSE level a-c in both Maths and English
The Role:
*Work closely with the trade Team Leader to schedule work.
*Agree appointments with customers and arrange follow-on jobs.
*The role also includes admin duties for the claiming of jobs.
*In regular contact with the trade operatives, assisting in ensuring targets are met and that the team are utilised effectively.
The Individual:
*Planning/scheduling experience preferred, but not essential, as training will be provided.
*Previous or Similar Experience.
*GCSE's grades 4-9 (A-C) in English and Maths.