About the role
Customer Relations Case Officer
Salary: £28,850 per annum + Package
Location: Remote Home Worker (applications only from the Stockton on Tees Area as you may be required to attend the office on occasion)
Working Pattern: 37.5 hours shift between Monday - Friday 08.00am - 18.00pm ( This will be discussed further if successful for interview)
Contract: Permanent
What you will be doing:
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Act as the single point of contact for claimants and other third parties providing feedback on or making a complaint about the service
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Case manage allocated claimant complaints / feedback and ensure that they are responded to in line with the business process and within the specified timescales
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Liaise with the relevant team / colleague to ensure their input into any investigation / fact finding and subsequent response
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Where appropriate, act to prevent a complaint through early intervention and resolution
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Ensure that the relevant activities are undertaken within the Complaints Management System to log any complaint received and to record action taken and updates
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Provide feedback and insight on any trends identified through your work
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Provide coordination and administration support for serious complaints
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Provide a high level of customer service, ensuring that all calls and enquiries are dealt with in a professional, polite and caring manner, and demonstrating customer service excellence at all times
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Provide advice and guidance to claimants where appropriate and / or directing them to relevant advice and guidance
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Escalate any enquiry or issue that you cannot resolve directly and ensuring full follow up to resolution
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Support the Customer Relations Team and other support functions with any associated administration tasks as required
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Commitment to personal and professional development, ensuring all necessary learning is completed
What we are looking for:
Essential Criteria:
- Previous experience in a customer relations role
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Previous experience of processing complaints
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Strong customer service skills
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Excellent written and verbal communication skills
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Good interpersonal skills
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Analytical and problem-solving skills
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IT literacy including the ability to type/ data input accurately, and at speed
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Previous experience using CRM databases
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Organised and able to manage time productively
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Flexible and able to adapt and respond well to change
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