Service Care Solutions Ltd

Customer Resolution Officer

Job Title: Customer Resolutions Officer
Location: Southwark, SE1
Contract Type: temp contract 3 - 6 months
Weekly Hours: Full time 37 Hours per week (Monday to Friday)

This role is working as part of a small team to deliver the customer resolution service.

The customer resolution officer will be responsible for investigating and responding to customer feedback and resolving complaints having opportunity to make a genuine difference to the customers experience.

Key Duties -

  • Investigate and respond to customer feedback and complaints with compassion and impartiality within our timescales.

  • Ensure all customers receive an equal experience and opportunity to give feedback, and tailor the service to meet the diverse needs of individuals.

  • Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.

  • Keep customers informed on progress while investigating their complaint.

  • Ensure that West Kent's policies and procedures are followed or challenged appropriately where necessary.

  • Respond in writing to customer complaints and log on our systems.

  • Proactively look for and feedback suggestions for solutions and opportunities to improve the services we deliver.

  • Monitor and track outstanding actions identified during the complaint to ensure the full resolution of the issues

  • Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.

Candidate Experience -

  • Experience of working within a customer service environment and/or resolving customer enquiries and complaints.

  • Experience of dealing with challenging behaviour and resolving difficult situations.

  • Experience of problem solving and making decisions based on sound judgment.

  • Experience of understanding and applying policies, procedures and guidelines.

  • Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.

  • Good standard of written communication skills, able to write for a variety of audiences.

  • Good influencing and persuading skills.

  • Comfortable and confident delivering difficult messages to customers, stakeholders and colleagues.

If you are interested in this position and meet the above criteria, please send you CV now for consideration.
If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to

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