Resolution Officer

Resolution Officer

Redditch/ hybrid

GBP26,535

Monday - Friday / 9am - 5.30pm

My client is looking for a Customer Resolution Specialist to be responsible for investigating formal complaints regarding the service provided by the company within the prescribed time limits. They will conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints.

Responsibilities

• Investigate formal complaints regarding the service provided by the company within the prescribed time limits
• Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints
• Resolve complaints to the satisfaction of the client, customer, third party and/or the company by determining and instigating the appropriate corrective action
• Respond to each complaint by the most appropriate means, whether this is by letter, e/mail or telephone
• Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback
• Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future
• Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey
• Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution
• Process vehicle and goods removed cases including dealing with third party claims
• Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits
• Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary
• Assistance with any other duties that are within the scope of the job purpose

Skills & Experience

• Previous experience in a similar role
• Excellent communication and interpersonal skills
• Strong problem-solving skills
• Ability to work under pressure and to tight deadlines
• Excellent attention to detail
• Ability to work independently and as part of a team
• Strong organisational skills
• Good IT skills and knowledge of Microsoft Office
• Knowledge of GDPR and Data Protection regulations
• DBS / CCJ checks prior to employment

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

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