Temporary Customer Service Representative - Complaints

Your new company A reputable social housing organisation is seeking a temporary Customer Service Representative until the end of January 2025, who will be responsible for managing a caseload of Stage 1 and Stage 2 complaints from customers from all service areas across the organisation. You will approach each case with excellent interpersonal skills and have an empathetic yet objective approach. Your new role You will ensure that all complaints are handled correctly and in line with the Complaints Policy and Procedure. You will seek ways to improve the customer experience and identify ways to use any learning from complaints to drive service improvement, ensuring values and behaviours are understood and adhered to when dealing with complaints to promote a customer service excellence culture. You will investigate, respond within agreed timeframes and be the single point of contact for the customer and take appropriate actions swiftly. You will record, monitor and report on the progress of complaints and ensure compliance with statutory and internal procedures. What you'll need to succeed Proven experience of working in a customer-focused environment with a track record of delivering excellent customer service. Excellent complaint handling and communication skills and actively seek to improve working practices and customer service. Proven experience of problem-solving and effective decision-making in complex situations. Negotiation skills and good written and verbal communication skills. Ability to work both as an individual and as part of a team. Ability to deal sensitively, empathetically and tactfully with difficult and challenging situations. Ability to analyse and interpret data and information to inform decision-making. Excellent knowledge of IT systems, including Microsoft Office and other housing software What you'll get in return A competitive salary, flexible working available post 8-week training period, Immediate start What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)