Temporary Complaints Resolution Officer

An opportunity has arisen for a Temporary Complaints Resolution Officer to join a dedicated customer service team in the not for profit sector. The successful candidate will display strong communication skills, a keen eye for detail, and a passion for customer service.

Client Details

Our client is a medium-sized organisation within the not for profit industry, based in Burnley. They are well-respected within their sector and pride themselves on their commitment to delivering an exceptional customer service experience.

Description

Key Responsibilities:

• Log, track, and categorise complaints across multiple channels.
• Investigate formal complaints, liaising with internal teams and external partners.
• Draft clear, empathetic communications, including formal outcome letters.
• Ensure compliance with regulations.
• Analyse complaint trends to drive service improvements.
• Provide reports about complaints performance and learning.
• Maintain accurate records and ensure data is up to date.
• Facilitate regular meetings with customer scrutiny groups to review service performance.
• Encourage tenant participation in service evaluations and decision-making.
• Gather customer feedback, ensuring their views influence improvements.
• Advocate for the customer voice.

Profile

A successful Temporary Complaints Resolution Officer should have:

• A strong background in customer service complaint handling is essential.
• Excellent communication skills, both written and verbal.
• Experience of using Alternative Dispute Resolution.
• Experience with regulatory bodies.
• A customer-focused approach and a passion for delivering high-quality service.
• Strong problem-solving abilities and an ability to think on their feet.

Job Offer

In return, our client can offer:

• Competitive salary & weekly pay.
• The opportunity to make a real difference within a respected not for profit organisation.
• A supportive and collaborative team environment.
• Immediate start.
• 3 - 6 month role with the possibility of being extended or going perm.
• A location in the heart of Burnley, with easy access to public transport.