Complaints & Service Improvement Officer

Axis Europe Plc; Stratford-upon-Avon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in building maintenance is seeking a Complaints Officer to investigate and respond to complaints within the organization. Your role will involve ensuring customer concerns are addressed professionally, recording complaints accurately, and identifying opportunities for service improvement. Applicants should possess knowledge of complaint handling processes, customer care expertise, and decision-making skills. Join a diverse team committed to delivering exceptional service in the United Kingdom's property sectors.

Benefits

Annual holiday; 25 + Bank holidays

Long service awards

Perkbox benefits

Paid volunteer days

Qualifications

• Knowledge of complaint handling processes and procedures.
• Proven understanding of Customer Care with reference to vulnerable people.
• Experience of handling complaints and responding to customer dissatisfaction.
• Experience of making timely and rational decisions based on relevant information.

Responsibilities

• Proactively respond to expressions of dissatisfaction at the initial stage.
• Investigate and register all complaints according to procedures.
• Ensure complaints are recorded on the Company’s Central Complaints Log.
• Use information from complaints to identify service improvement opportunities.
• Report on trends relating to employee conduct.

Skills

Knowledge of complaint handling processes

Customer Care understanding

Experience in handling complaints

Decision-making skills

Job description

A leading service provider in building maintenance is seeking a Complaints Officer to investigate and respond to complaints within the organization. Your role will involve ensuring customer concerns are addressed professionally, recording complaints accurately, and identifying opportunities for service improvement. Applicants should possess knowledge of complaint handling processes, customer care expertise, and decision-making skills. Join a diverse team committed to delivering exceptional service in the United Kingdom's property sectors.