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Customer Service and Complaints Advisor - Temporary until at least March 2025 possibly longer
Mansfield
c£14.85p.h - £18.10 p.h. Depn exp

We have a great opportunity for and experienced customer correspondence officer to work working for a local government organisation

You will be responsible for providing essential departmental support by drafting correspondence or managing correspondence operations in response to enquiries from customers, members of the public, residents of local communities or Parliamentarians on behalf of their constituents.

The role of Customer Service and Complaints Advisor

Acknowledge and deal with correspondence within the appropriate timescales, producing plain English, quality draft responses promoting customer service excellence
Liaising directly with customers over the telephone to help resolve their queries, providing reassurance where required and follow up agreed outcomes and actions in writing.
Establish and maintain relationships with internal departments and other government departments and local authorities to make sure replies to correspondence are accurate and replied to within the agreed deadline.
Prioritise your work and make decisions on when to follow up on issues and when to escalate to your manager.
Logging and processing of correspondence on the systems, as well as troubleshooting queries and identifying improvements.
Help to manage the teams' customer mailbox and workflow.
Take on duties within the wider Customer Strategy and Services team such as answering customer calls if required.
You will produce documents to a high standard using the appropriate software, including the following but not limited to - MS Office and Excel. The ideal candidate for the role of Customer Service and Complaints Advisor will have

Proven experience of customer service and handling complaints or compliance issues
Attention to detail and problem-solving skills.
Excellent written English and communication skills with the ability to use positive language to write and communicate clear and concise responses
Experience of liaising and coordinating with key stakeholders across a wide range of organisations
Strong administration skills and the ability to work under pressure
Proficient in using all Microsoft Office programs
Ability to investigate and resolve complaints, previous experience of this is essential
Public sector experience would be an advantage but not essentialDon't miss out apply today!!

Unfortunately, due to the volume of applications received we are unable to respond with feedback to all applicants. If you have not heard from us via telephone or email within 3 days, please assume that your application has been unsuccessful on this occasion.

Thank you for applying with us. TurnerFox Recruitment Team

Keywords - customer complaints / customer complaints / customer service / customer correspondence / complaints investigator / complaints resolver / account manager