Customer Services Advisor - Complaints and Information Governance Officer (PO1)

Ben Recruitment Ltd; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency based in Islington is seeking a Customer Services Advisor - Complaints and Information Governance Officer. The role involves managing customer complaints effectively and ensuring compliance with data protection regulations. Ideal candidates will possess strong communication and analytical skills, with a robust understanding of governance frameworks. This position contributes to enhancing overall customer satisfaction through proactive problem resolution.

Qualifications

• Proven experience in customer service, particularly in complaints handling.
• Strong understanding of information governance regulations including data protection.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as the primary point of contact for customer complaints.
• Investigate and analyze complaints thoroughly.
• Maintain accurate records of complaints and resolutions.

Skills

Customer service experience

Communication skills

Analytical skills

Problem-solving skills

Tools

CRM systems

Microsoft Office

Job description

Customer Services Advisor - Complaints and Information Governance Officer (PO1)

Description
We are seeking a dedicated and professional Customer Services Advisor - Complaints and Information Governance Officer (PO1) to join our passionate team. In this multifaceted role, you will be responsible for managing and resolving customer complaints effectively while overseeing information governance issues to ensure compliance with data protection regulations. The ideal candidate will have strong interpersonal and communication skills, coupled with a keen understanding of governance frameworks and complaint resolution protocols. You will play a crucial role in enhancing customer satisfaction by addressing concerns promptly and transparently, thereby fostering a positive environment for both customers and colleagues. Your ability to analyze issues, investigate claims, and communicate findings will be essential to this position. You will also be tasked with ensuring all complaints are recorded accurately and managed throughout the process, always upholding the highest standards of service delivery. As part of your duties, you will engage with various departments to ensure that the procedures are aligned with organizational policies and legislative requirements. Join us in making a difference by advocating for our customers' needs and maintaining the integrity of our information governance systems, ensuring that they are managed in alignment with policy and regulatory standards.

Responsibilities
Serve as the primary point of contact for customer complaints, ensuring timely and effective resolution.
Investigate and analyze complaints thoroughly, gathering necessary information from relevant sources.
Maintain accurate records of complaints and resolutions in compliance with internal policies and procedures.
Collaborate with various teams to improve service delivery and prevent recurrence of issues.
Ensure compliance with data protection and information governance regulations in all customer interactions.
Provide advice and support to customers regarding their rights and the complaints process.
Prepare reports on complaints and governance issues for management review and decision-making.
Requirements
Proven experience in customer service, particularly in complaints handling and resolution.
Strong understanding of information governance regulations, including data protection laws.
Excellent communication skills, both verbal and written, with the ability to convey complex information clearly.
Strong analytical and problem-solving skills, with a detail-oriented approach to investigations.
Ability to work independently and as part of a team, managing multiple priorities effectively.
Proficiency in using customer relationship management (CRM) systems and Microsoft Office applications.
Demonstrated commitment to customer service excellence and continuous improvement.

Hours Per Week: 36.00
Start Time: 09:00
End Time: 17:00
Pay Per Hour: £22.62
Location: Islington, North London

Should you wish to apply for this job opportunity, please send an up to date CV.

Disclaimer: This job opportunity is for job applicant(s) who reside, in the UK