Customer Resolution Officer

Colindale - NW9

Temporary 3 - 6 months (potential to extend or convert to permanent)

£13 per hour

Our client is looking for skilled Customer Service professionals to join a growing team whose priority is providing first class customer service and service improvement.

The key purpose of the role is to provide an excellent service to customers who have complaints or complex/escalated issues - primarily through ensuring that concerns are fully understood and addressed comprehensively and quickly in way that is positive and helpful for customers, minimising further issues. The Customer Resolution Officers will also play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.

Duties and responsibilities:

To provide a customer focused and responsive service for all customers you assist with a Members Enquiry, complaint or complex/escalated issue. Ensuring that you review/ investigate and respond to all concerns raised in a way that is positive and helpful, maximising early resolution of issues, minimising further problems and keeping customers updated at all times.

To assist with Local Government Ombudsman enquiries and Freedom of Information requests (FOIs) in line with procedural and regulatory requirements, quickly assessing requests and gathering information in an efficient and effective way which takes into consideration the time and effort required of colleagues from other teams.

To contact complainants as early as possible to ensure that their concerns and desired outcomes are fully understood, managing expectations early on where this required.

To promptly and proactively engage with colleagues from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members Enquiries, complex queries and FOIs.

To support the regular identification and sharing of lessons learnt from complaints, Members Enquiries and complex/ escalated issues which can be used for service improvement

To assist some customers on an ongoing basis, beyond the resolution of issues, where a need for this is identified including becoming the main point of contact where appropriate.

To assist effectively with persistent complainants who may display challenging behaviours - including early escalation to managers where required

To manage customer expectations in relation to policy and procedural matters in a non-confrontational and customer-focused manner, offering alternatives wherever possible

To liaise with external support agencies and service providers including the London Borough of Barnet to ensure the successful resolution of complaints

Experience required:

Ability to use CRM database whilst assisting customer over the phone

Calm under pressure and ability to deescalate difficult and heated situations

Ability to effectively manage customer communications and expectations

Ability to tailor assistance for customers who need this including those that are vulnerable, have English as a second language and/ or are facing difficult circumstances

Ability to quickly learn new skills and learn about different services including relevant legislation

Ability to work within a flexible and customer-oriented team environment and provide guidance and supervision to less experienced colleagues as required

Working knowledge of Microsoft Office packages (Word, Excel, Outlook)

If you have the skills and experience required then please apply today!

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application