Complaints jobs in United Kingdom

Job Description

ABOUT AMODAL

At Amodal we deliver strategic foresight and building information lifecycle management to prepare our clients for today and the future. Our long-term relationships with our clients drive Amodal’s future vision, and are built upon hard work, trust, and collaboration, coupled with our commitment to our people, partners, environment and community as endorsed by B Corp Certification.

ROLE SCOPE

This is a full-time remote role for a Senior Document Controller or Project Information Manager. As a Senior Document Controller, you will be involved in supporting projects and managing the auditable flow of information issued to our clients and between their stakeholders. You will work with the Client Management team and act on behalf of the Client to support the successful delivery of Client projects.

RESPONSIBILITIES

Your main responsibilities can vary or change based on business and client requirements but will typically involve:

> Undertaking short-term and/or long-term projects to address various issues and needs.

> Providing information management advice to clients and stakeholders.

> Responsible for ensuring information management standards are being followed on client projects.

> Conducting data analysis to identify and understand a problem or issue.

> Presenting and explaining findings to appropriate stakeholders.

> Formulating plans to implement recommendations and overcome objectives.

> Providing advice and/or suggestions for improvement in line with the objectives.

> Arranging and/or providing training to clients.

> Evaluating training periodically and making adjustments when needed.

> Replenishing knowledge of industry, products, fields etc.

> Responding to customer queries in a timely manner.

> Analysing and reporting product malfunctions e.g. testing different scenarios or impersonating users.

> Updating our internal database with information about technical issues and useful discussions with clients.

> Monitoring customer complaints and reaching out to provide assistance when needed.

> Share feature requests and work effectively with colleagues.

> Inform clients of any new features or functionalities.

> Follow up with clients to ensure their technical issues are resolved.

> Gather customer feedback and share with colleagues.

SKILLS AND EXPERIENCE

> Previous experience with using and managing Common Data Environments (CDEs).

> Thorough knowledge of the Built Environment industry and a willingness to keep up to date with advancements.

> Experience of information management standards in the construction industry, e.g. ISO 19650.

> Experience of document control processes and procedures, best practice and quality control auditing and reporting.

> Knowledge of data analysis and research techniques.

> Knowledge of business software and IT systems.

> Excellent organisational and coordination skills.

> Analytical and creative.

> An ability to listen and communicate with people of diverse disciplines.

> Experienced using helpdesk software and remote support tools.

> Excellent communication skills.

> Able to problem solve and multitask.

> Remain calm under pressure when dealing with customer complaints.

> Work effectively in a team.

> Provide support when needed both internally and externally.