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Customer Resolution Officer
Job Posted: a day ago
Salary: £ 35,191 - 35,191 / Annum
Job Type: Contract
Location: Sevenoaks, Kent
Expire in: a month
Job Description
MMP Consultancy is currently recruiting an enthusiastic Customer Resolution Officer to join a Housing Association on a fixed term basis, in Kent.
Please note this position offers Hybrid Working.
Responsibilities:
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 policies and procedures are followed or challenged appropriately where necessary.
Respond in writing to customer complaints and log on systems.
Proactively look for solutions and opportunities to improve the services.
Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.
Ensure learns from our customers' experiences, working with colleagues to identify areas of improvement.
Actively manage your learning to keep your knowledge up to date, enabling you to respond effectively to customer feedback.
Requirements:
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 audiencesBefore You Apply
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