Customer Experience Officer

James Andrews Recruitment Solutions; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Customer Experience Officer for a 6-month temporary contract in the East Midlands. The role, paying £20-£23 per hour, involves handling customer complaints, acting as the main point of contact, and ensuring efficient resolution. Ideal candidates will have experience in customer-facing environments and dealing with Level 1 complaints. The position requires full-time availability from Monday to Friday, 9am to 5pm.

Benefits

Up to £100 referral bonus for recommending a friend

Qualifications

• Recent experience in a customer-facing role is required.

Responsibilities

• Ensure customer complaints are reported and coordinated.
• Act as the first point of contact for customer complaints.
• Work with colleagues to investigate complaints.
• Make decisions on whether a complaint will be upheld.
• Agree discretionary payments for service failure.
• Track and manage resolution of complaints.

Skills

Experience in a customer-facing environment

Dealt with Level 1 complaints

Job description

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Our client, based in the East Midlands, is currently recruiting for a Customer Experience Officer on a 6-month temporary contract. The position is due to start immediately on a full-time basis, with an hour rate between £20.00 - £23.00 per hour via an umbrella company.

The ideal candidate will have experience working in a customer facing environment and ideally have dealt with Level 1 complaints.

Duties will include (but are not limited to):

Ensuring customer complaints are reported, recorded and coordinated in order that all activities relating to complaints are up-to-date and comprehensive

Acting as the first point of contact for all customer complaints and compliments for the housing services, ensuring that customers are kept fully up to date during the process

Working with colleagues to fully investigate complaints, gaining a full understanding of the situation and building knowledge of systems, procedures and obligations to our customers

Making the decision on whether a complaint will be upheld and communicate this along with reasoning to both customer and relevant manager

Agreeing discretionary payments for service failure in accordance with policy and procedure and arrange payment

Tracking and agreeing resolutions to complaints to ensure that they are fulfilled and highlight any delays, track and performance manage cases raised through the CRM system

Experience in a customer-facing environment

Dealt with Level 1 complaints (desirable)

Working hours:

37 hours per week

Monday - Friday

9am - 5pm

Please note that you require recent experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

Don't forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews! Terms and conditions apply, contact us for details.