Are you passionate about delivering exceptional customer experiences? Join our Complaints Centre of Excellence as a Customer Relations Advisor, where you will play a vital role in supporting customers through their complaints journey and driving improvements in our service delivery.
About the Role
As a Customer Relations Advisor, you’ll act as the first point of contact for our customers in resolving complaints, both orally and in writing. You’ll investigate cases thoroughly, assess individual merits, and communicate outcomes clearly and professionally. You’ll also identify systemic issues that could affect other customers and contribute to feedback initiatives to improve our processes.
Key Responsibilities
Be a customer experience expert and brand ambassador.
Acknowledge complaints promptly and set clear expectations for resolution.
Investigate and resolve complaints, ensuring decisions are fair and evidence-based.
Communicate findings and outcomes clearly, both orally and in writing.
Collaborate with internal teams and external stakeholders, including contractors and the Housing Ombudsman.
Provide constructive feedback to colleagues and teams as needed.
Identify and suggest improvements to processes, systems, and policies that may contribute to complaints.
What We’re Looking ForExceptional written communication skills, with strong attention to detail in spelling, grammar, and punctuation.
A polite, empathetic, and professional telephone manner.
Experience in customer service and managing difficult conversations or complaints.
Confidence working towards KPIs and meeting deadlines.
Proficiency in Microsoft Office, including Outlook, Word, and Excel.
Ability to analyze complex complaints, provide evidence-based findings, and present solutions.
Initiative, fairness, and sensitivity when making decisions.
A valid driving license with business insurance and the ability to travel as needed.
Why Join Us?
At our Complaints Centre of Excellence, you’ll work with a team committed to resolving customer issues and driving positive change. Your role will have a direct impact on improving customer satisfaction and shaping a better experience for our customers. If you’re ready to make a difference and excel in a dynamic, fast-paced environment, we’d love to hear from you!
How to Apply: Submit your CV and a brief cover letter outlining your suitability for the role. Applications will be reviewed on a rolling basis, so don’t delay!
