Our Kings Hill based client is currently seeking experienced complaints resolution officers to join their newly formed team. The Resolution Officer role within the contact centre provides a focused response to customer contact relating to service failure and dissatisfaction, the centre is in operation between 9am - 5pm, Monday to Friday and this will be a full time role between those hours.

The main duties of the role are:

* Investigating complaints and members enquiries providing timely responses that offer full explanation and wherever possible, resolution for customers.

* Support lead handlers and senior managers with investigations and respond in a thorough and timely way.

* Resolve dissatisfaction where possible and appropriate outside the formal complaints process.

* Work collaboratively with other staff, teams and external suppliers to resolve issues and deliver high levels of customer satisfaction.

* Facilitate and monitor agreed resolution actions, maintaining tailored communication with customers to build and maintain customer confidence and escalating blockages to ensure timely and effective management of cases and prevent escalations.

* Support the provision of responses to informal and formal contact from the Housing Ombudsman Service

The successful applicant will be at intermediate proficiency level with Microsoft Office, have complaints experience ideally from a housing background and have excellent communication skills .

The assignment will initially be from 20th February 2017 until 19th May 2017.

We are acting as an Employment Business in relation to this role.