Our client, based in the East Midlands, is currently recruiting for a Customer Experience Officer on a 6-month temporary contract. The position is due to start immediately on a full-time basis, with an hour rate between £20.00 - £23.00 per hour via an umbrella company.

The ideal candidate will have experience working in a customer facing environment and ideally have dealt with Level 1 complaints.

Duties will include (but are not limited to):

• Ensuring customer complaints are reported, recorded and coordinated in order that all activities relating to complaints are up-to-date and comprehensive

• Acting as the first point of contact for all customer complaints and compliments for the housing services, ensuring that customers are kept fully up to date during the process

• Working with colleagues to fully investigate complaints, gaining a full understanding of the situation and building knowledge of systems, procedures and obligations to our customers

• Making the decision on whether a complaint will be upheld and communicate this along with reasoning to both customer and relevant manager

• Agreeing discretionary payments for service failure in accordance with policy and procedure and arrange payment

• Tracking and agreeing resolutions to complaints to ensure that they are fulfilled and highlight any delays, track and performance manage cases raised through the CRM system

Expertise required:

• Experience in a customer-facing environment

• Strong communication skills

• Dealt with Level 1 complaints (desirable)

Working hours:

• 37 hours per week

• Monday - Friday

• 9am - 5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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