Job Title: Customer Relations Partner (Resolution)
Basis: Temporary Ongoing
Hours: 37 Hours
Type: Full-time
Location: Bracknell, RG12 | Hybrid Working (After Training)
Work Pattern: Mon - Fri | 8:30am - 5pm

In this role, you will be a key member of the contact department, acting as a touchpoint for customer relations through digital and analogue channels.

Your primary responsibilities will include managing complaints in a professional, fair, and effective manner.

By recording, managing, and responding to customer feedback, you will ensure a consistent approach and enhance our customers' experience.

Main Duties:

• Record, manage, and respond to all customer feedback, including complaints, compliments, and compensation requests, in line with agreed policies and procedures.


• Coordinate and respond to enquiries from MPs, councillors, Environmental Health, and other agencies, building trusted relationships with them.


• Collaborate with senior managers to mitigate complaints referred to the housing ombudsman and facilitate our response if required.


• Work in compliance with The Housing Ombudsman's Complaint Handling Code and Tenant Involvement and Empowerment Standard.


• Assess lessons learned from complaints and share insights with relevant stakeholders across the business.


• Analyse complaint data regularly, producing detailed reports to help leaders understand key trends, patterns, and issues.


• Provide training and support to colleagues, improving their approach to mitigating, responding to, and resolving complaints and acknowledging compliments.


• Actively support our digital complaints handling approach.


• Conduct research and analysis to support key projects aimed at improving our business operations.


• Utilise insights from customer complaint surveys to identify ways to enhance the complaints journey.

Desirable:

• Experience of managing and responding to customer complaints in desirable.
  
  


• Ideally, you will have contact centre experience or housing knowledge; however, this is not essential and full training will be provided.

If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to David.jones@servicecare.org.uk