Complaints Officer

Axis Europe; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service provider in the UK is seeking a Complaints Officer to investigate and respond to customer complaints effectively. The ideal candidate will ensure concerns are addressed professionally, report trends in service issues, and propose improvements. This role requires strong skills in complaint handling and customer care. Benefits include 25+ annual holidays and volunteered days for causes.

Benefits

25+ annual holiday and Bank holidays

Long service awards

Perkbox benefits

Paid volunteer days

Qualifications

• Knowledge of complaint handling processes and procedures.
• Proven understanding of Customer Care with reference to vulnerable people.
• Experience of handling complaints and responding to customer dissatisfaction.

Responsibilities

• Proactively respond to expressions of dissatisfaction.
• Investigate and register all complaints efficiently.
• Report on trends related to employee conduct.

Skills

Complaint handling processes

Customer Care

Timely decision making

Job description

The Complaints Officer role is to effectively investigate and respond to complaints received relating to service and administrative issues within Axis Repairs and Maintenance, ensuring customers’ concerns are listened to and responded to professionally and appropriately and that lessons are learned to enable service improvements.

Responsibilities

• Proactively respond to expressions of dissatisfaction at the initial stage, preventing escalation wherever possible.
• Investigate and register all complaints and report in accordance with company and client procedures. Ensure all MP/Councilor enquiries and complaints are investigated and resolved efficiently and within target timescales, advising residents and clients of their outcomes.
• Ensure all complaints are recorded on the Company’s Central Complaints Log as well as on any logs or trackers required to be completed by the clients for each contract.

Service Improvement

• Use the information and learning from complaints reporting and analysis to share opportunities for service improvement with Complaints Team Leader, Customer Experience Manager and Head of Customer Service.
• Identify training needs across the department to enhance service delivery.
• Report on trends relating to employee conduct and elevate any concerns to Customer Experience Manager.

Miscellaneous

• To contribute ideas and suggestions that may enable the company to provide a better service.
• Provide any other reports requested by Complaints Team Leader or Customer Experience Manager.
• Fully comply with the Organisation’s Health and Safety and Lone Working policies.
• Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.

Qualifications

• Knowledge of complaint handling processes and procedures.
• Proven understanding of Customer Care with reference to vulnerable people.
• Experience of handling complaints and responding to customer dissatisfaction.
• Experience of making timely and rational decisions, based on relevant information and experience.

Axis has experienced continual growth since its establishment in 1986, we're not aiming to be the biggest service provider, however we intend to be the best. We work with some of the UK's largest building owners, landlords & facility managers to provide strategic building repairs, planned maintenance and improvement across all property sectors.

Benefits

• Annual holiday; 25 + Bank holidays
• Long service awards; continuous service at key achievements are rewarded
• Perkbox; from free coffees and cinema tickets to trips away and much more
• Volunteer day; paid yearly volunteer days for a worthy cause