Customer Service Administrator - Complaints

Customer Service Administrator - Complaints
Based in Norwich
Full Time, Permanent
Salary: £24,500

We are working with one of the UK's leading House Builders who are looking for a successful and proactive Customer Service Administrator to join their team based in Norwich. It will be your responsibility to liaise with residents to resolve complaints and prevent and limit dissatisfaction quickly and efficiently.

Key responsibilities include:

• Customer Care and Dis-satisfaction response
• Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
• Investigate, register all complaints and report in accordance with company and client procedures.
• Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
• Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
• Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
• Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.

Key Experience

• Experience of working within a customer services / complaints handling environment is essential
• Previous experience of working with a housing builder is desirable
• Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.

You will be working for a modern, forward-thinking business; that believes the strengths, skills and personalities of their people are the key to the group's success.

For your chance of securing this fantastic role please apply online now or call Meg on 07984 974040 for more info!