• Location
    London, Greater London
  • Salary
  • Category
    Public Sector - Fraud, Enforcement & Complaints
  • Job type
    Temporary contract
  • Industry
    Public Sector
  • External Reference

JOB TITLE: Complaints Officer
LOCATION: remote working, client based in Ealing
PAY RATE: £ 16.76 paye
DURATION: 3 month rolling contract
IR35 STATUS: Inside

Purpose of role:

  • Ensure all Members enquiries, Ombudsman and Customer complaints are responded to and dealt with within defined standards and that satisfactory conclusions are reached
    * Assist in identifying high priority service improvement programmes and interventions
    * Assist in the building of relationships and communication programme with business heads
    * Ensure that complaints management process duly complies with the clients Diversity and Equality policy
    * Consult with service users private and voluntary organisations as required in order to ensure the effectiveness of the customer complaints process

Key responsibilities:

  • Monitor customer complaints performance using KPI's and provide reports and trend analysis
    * Monitor process and procedures across the department ensuring adherence to the Clients quality policy
    * Ensure all managers and staff understand their responsibilities relating to the complaints / quality process
    * Coach and communicate appropriate bench marking / best practices for the Client to adopt
    * Identify customer service training requirements
    * Consult with service users private and voluntary organisations as required in order to ensure the effectiveness of the customer complaints process
    * Identify weak areas of customer service performance and escalate to Line Manager
    * Key performance indicators:
    * Service Levels per media channel and globally subject to adherence levels for Customer Service operation
    * Complaints / Quality trend analysis
    * Overall / discrete service line customer satisfaction indices
    * Comparative benchmark performance

Key relationships (internal and external):
* Members
* Ombudsman
* Customers
* Customer Service Operational Managers
* Customer Service Team Leaders

Essential knowledge/skills:

  • Experience in customer service environment influencing multiple teams to deliver service improvement programmes
    * First class communication / quality control skills
    * Experience of working as part of a team environment
    * Competent in the use of computer systems and Microsoft Office applications
    * Ability to deal effectively with change
    * Ability to communicate at all levels
    * Excellent attention to detail
    * Excel levels of communications and quality delivery along with a flexible attitude
    * Ability to adapt and respond to change at short notice
    * Evidence of business analysis skills including the use of customer focused non-financial performance indicators, in an organisation of comparable complexity
    * Ability to undertake quality gap analysis and resolve
    * Excellent organisation skills
    Essential experience:
    * 1 + years experience of working in a large multi media customer service environment
    * 1 + years experience of producing, analysing and interpreting data

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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