Complaint Resolution Officer

Complaint Resolution Officer Location: Birkenhead Salary: £26,664 Pro Rata Job Type: Permanent Hours: 18.5 hours per week, Wednesday 13:30 - 17:00 & Thursday to Friday between the hours of 09:00 - 17:00. Magenta Living's Customer Experience Team sits within our 24/7 Multifunctional Contact Centre. The Customer Experience Team support the effective delivery of Magenta Living's approach to customer feedback specifically complaints, compliments, comments and customer satisfaction intel. Additionally, the team are responsible for overseeing the registering, monitoring and delivery of DSAR's in line with Magenta Living Data Protection Policy. This service is high quality, flexible and focused around customer's needs and preferences. Responsibilities of the complaint Resolution Officer: To facilitate the resolution of customer Complaints, Members of Parliament and Councilor enquiries in line with Magenta Living's (ML) policy and procedural framework. Monitor the progress of complaints including liaison with external bodies, such as Ombudsman and local Government. Investigate and resolve complaints within agreed timescales, ensuring customers are kept informed throughout the process. Ensure ML services are influenced by customer insight driving improvements through customer experience. Requirements of the Complaint Resolution Officer: We are looking for someone with a positive and enthusiastic personality with a strong focus on customer service and who has experience in delivering a front-line customer service. Excellent attention to detail, the ability to organise and prioritise work plus the desire to deliver a high-quality standard of work is essential. Excellent communication skills, both verbal and written will also be required. Excellent communication skills both written and verbal Strong influencer and excellent interpersonal skills Working knowledge of Microsoft Office with an intermediate skill level in the use of Excel and pivot tables. A strong commitment to delivering excellent customer service. Good organisational skills with proven ability to prioritise workloads. Methodical mind with consistent attention to detail A keen awareness of costs and the principles of value for money If you feel like you the meet above criteria of the Complaint Resolution Officer, please apply now