Complaint Resolution Officer

Following a member of the team taking up a new challenge, a fantastic opportunity has arisen for a Customer Resolution Officer to join our busy Customer Experience Team.

This role is a permanent full-time position working 37 hours per week (Monday – Friday), based in our modern head office in Birkenhead, Wirral. The office is easily accessible from most transport links with just a short walk from Hamilton Square train station and local bus routes. Free parking is provided to staff either on site or nearby.

The role of Customer Resolution Officer reports directly to the Customer Experience Manager

The overall purpose of the role is to support the effective delivery of Magenta Living’s approach to customer complaints, compliments, comments and enquiries.    You will investigate and provide a resolution to complaints restoring the customer landlord relationship assisting in the delivery of the service in a way that achieves customer satisfaction, meets quality standards and represents value for money. 

Responsibilities will include maintaining and reporting on all forms of customer feedback including complaints, compliments, comments and enquiries in accordance with policy and procedure. You will also be expected to liaise directly with service managers across the organisation, ensuring that responses to customers are clear and relevant to the issues raised.   You will be responsible for ensuring customer expectations are appropriately managed throughout the complaints process and for identifying any learning points to promote continuous improvement of the service.   You will develop and coordinate performance information that will inform how we are doing and will utilise your analytical skills to communicate trends and patterns relating to the service.

We are looking for someone who can demonstrate excellent communication skills and experience of managing customers’ expectations.  You will need to be IT literate (advanced in Microsoft Excel).  Educated to GCSE level or equivalent through relevant training or experience and have approximately two years experience working within a customer support environment.

The Next Steps

To find out more about the role and for an informal chat, please contact Tracy Scragg on extension 3063

Closing date – 25/08/2019

Interview date – 04/09/2019 & 05/09/2019

To find out more about Working for Magenta Living such as our values and fantastic employee benefits package, click here