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Customer Resolution Officer

Job Description

Job Title: Customer Resolution Officer
Location: Sevenoaks, Kent TN13 1AX
Contract Type: Permanent
Weekly Hours: 37
Working Hours and Breaks: 8.45 - 5.15 pm Monday to Thursday, 8.45 - 4.45 pm Friday. Hybrid working with approximately two fifths of the working hours spent in the office.
Salary: £35,791.00
Closing date: 2nd August

Key Responsibilities

  • Investigate and respond to customer feedback and complaints with compassion and impartiality within our timescales.
  • Ensure all customers receive an equal experience and opportunity to give feedback, and tailor the service to meet the diverse needs of individuals.
  • Take ownership of challenging messages and difficult conversations with customers, particularly where there are differing viewpoints.
  • Keep customers informed on progress while investigating their complaint.
  • Ensure that West Kent's policies and procedures are followed or challenged appropriately where necessary.
  • Respond in writing to customer complaints and log on our systems.
  • Proactively look for solutions and opportunities to improve the services we deliver.
  • Collaborate with colleagues to achieve a fair and appropriate outcome for customers, challenging where necessary.
  • Ensure West Kent learns from our customers' experiences, working with colleagues to identify areas of improvement.
  • Actively manage your learning to keep your knowledge up-to-date, enabling you to respond effectively to customer feedback.
  • Competently use the relevant West Kent systems.
  • Embrace and model West Kent's values.


Measures

  • Respond to complaints within the given time frames.
  • Meet targets for customer satisfaction with complaint-handling.


Person Specification

Expertise

  • Experience working within a customer service environment and/or resolving customer enquiries and complaints.
  • Experience dealing with challenging behaviour and resolving difficult situations.
  • Experience in problem-solving and making decisions based on sound judgment.
  • Understanding and applying policies, procedures, and guidelines.
  • Ability to communicate clearly and use the most appropriate style and method of communication with internal and external customers and stakeholders.
  • Good standard of written communication skills, able to write for a variety of audiences.
  • Good influencing and persuading skills.
  • Comfortable and confident delivering difficult messages to customers, stakeholders, and colleagues.
  • Ability to prioritise competing commitments and work accurately and methodically to meet timescales.
  • Comfortable using standard Microsoft Office packages and in-house systems. Confident learning and using new ICT systems.
  • Willingness to keep your own learning up-to-date.
  • Commitment to applying equality and diversity to customer experience.


Application Process
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Adam at Service Care Solutions on 01772 208 966 or send an email to Adam.Pearce@servicecare.org.uk.