Customer Complaints Officer

Description:

We are currently recruiting for a Customer Complaints Officer role for our public sector client on an initial 6 months contract with opportunity for extension.

To provide a high quality, efficient and effective service delivery to customers. To ensure compliance with all regulations, policies and procedures and national guidance in respect of complaints.

Key Responsibilities

* Provide, promote and demonstrate a high-quality customer focused approach to all aspects of the role, ensuring regular contact with customers, managing expectations and delivering a quality, impartial and informative service on all aspects of complaint cases.

* To have excellent customer service skills and ability to communicate with people at all levels in a variety of formats.

* Oversee the receipt of all new complaints in accordance with the Police Reform Act and the Complaint and Misconduct Regulations.

* Responsible for the initial research and assessment of all new complaints in line with the relevant legislation, regulations and guidance to make a recommendation on recording decision for the Appropriate Authority using the reasonable and proportionate criteria.

* To identify themes, trends, and lessons learnt from all expressions of dissatisfaction.

* Responsible for ethical complaint resolution in liaison with the complainant and those subject of the complaint and compiling a detailed report documenting your findings and recommended outcome.

The ideal candidate will have a range of skills such as;

* Excellent Excel skills

* Experience in writing complaint letters

* Good interpersonal skills

* Organised and methodical

* Candidates with prior experience within the Public Sector would be of particular interest, however this isn’t essential.

* Good verbal and written communication skills

This is a fantastic opportunity to join an established organisation with opportunities for contract extensions