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- Tasks: Be the go-to person for resolving customer concerns before they escalate.
- Company: Join a large Housing Association dedicated to improving community living.
- Benefits: Enjoy hybrid work options and competitive pay rates.
- Why this job: Make a real impact by helping customers feel heard and valued.
- Qualifications: Strong communication skills and experience in customer service or complaints handling required.
- Other info: Work in a supportive team environment with opportunities for growth.
Large Housing Association requires a Complaints Triage and Service Recovery Officer to manage customer dissatisfaction before it escalates to a formal complaint.
Responsibilities:
- Act as first point of contact for customers who are expressing concerns or dissatisfaction, deploying empathy, problem solving skills and proactive communication to address their issues.
- Triage and assess customer concerns, suggest appropriate solutions and where possible recover the issue.
- Find the best route to customer satisfaction and where necessary log a formal complaint investigation.
Skills and experience:
- Excellent customer service and communication skills through multiple channels.
- Empathy and a personal approach to problem solving.
- Collaborative nature and confidence in dealing with multiple stakeholders.
- Proven experience in a complaint handling or customer service role.
The role is hybrid with Wednesdays and Thursdays in the office. £19.49 ph PAYE or £25.57 Umbrella.
Complaints Triage and Service Recovery Officer employer: TRI Consulting Ltd
Contact Detail:
TRI Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Triage and Service Recovery Officer
✨Tip Number 1
Familiarise yourself with common complaints in the housing sector. Understanding typical issues can help you demonstrate your knowledge during interviews and show that you're proactive about resolving customer dissatisfaction.
✨Tip Number 2
Practice your empathy and communication skills. Role-play scenarios where you handle customer complaints, focusing on active listening and providing solutions. This will prepare you for real-life situations you'll encounter in the role.
✨Tip Number 3
Network with professionals in the housing sector. Attend industry events or join online forums to connect with others who work in customer service roles. They can provide insights and tips that could be beneficial for your application.
✨Tip Number 4
Research our company values and mission at StudySmarter. Tailoring your approach to align with our ethos will not only impress during interviews but also show your genuine interest in being part of our team.
We think you need these skills to ace Complaints Triage and Service Recovery Officer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Complaints Triage and Service Recovery Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: In your CV and cover letter, emphasise any previous roles where you handled customer complaints or provided excellent customer service. Use specific examples that demonstrate your problem-solving skills and ability to empathise with customers.
Highlight Communication Skills: Since the role requires excellent communication skills, make sure to illustrate your proficiency in this area. Mention any experience you have communicating through various channels, such as phone, email, or face-to-face interactions.
Personalise Your Application: Avoid generic applications. Address your cover letter to the hiring manager if possible, and express your genuine interest in the role and the organisation. Share why you are passionate about improving customer satisfaction and how you can contribute to their team.
How to prepare for a job interview at TRI Consulting Ltd
✨Show Empathy
As a Complaints Triage and Service Recovery Officer, demonstrating empathy is crucial. Be prepared to share examples of how you've handled customer dissatisfaction in the past, focusing on your ability to understand their feelings and concerns.
✨Problem-Solving Skills
Highlight your problem-solving skills during the interview. Think of specific instances where you successfully resolved a customer's issue. This will show that you can think on your feet and find effective solutions.
✨Communication is Key
Since the role requires excellent communication skills, practice articulating your thoughts clearly and concisely. Be ready to discuss how you adapt your communication style to different channels and audiences.
✨Collaborative Mindset
Emphasise your collaborative nature. Be prepared to discuss how you've worked with various stakeholders in previous roles to resolve complaints or improve customer satisfaction. This will demonstrate your ability to work well in a team environment.
