At a Glance
- Tasks: Investigate customer complaints and provide fair, clear feedback to stakeholders.
- Company: Join a customer-first company dedicated to improving experiences.
- Benefits: Flexible working options, collaborative environment, and career growth opportunities.
- Other info: Work from Eastleigh office three days a week, with remote options available.
- Why this job: Make a real difference by resolving issues and enhancing customer satisfaction.
- Qualifications: Strong communication and problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We’re proud to say our customers are at the heart of all we do, and one of our top priorities is hearing what they have to say, investigating what happened, learning what we can do better and making amends when we may not get something quite right. That’s where you come in.
We’re looking for new Senior Complaint Officers to investigate final stage (Stage 2) complaints, coming to a fair and objective decision which you feedback to customers, colleagues and stakeholders clearly and concisely. Senior Complaint Officers are also responsible for compiling evidence packs in response to requests for information from the arbitrator, the Housing Ombudsman Service.
An excellent communicator, you'll quickly build effective working relationships with other departments across Abri but also the Housing Ombudsman, contractors as well as local councils who you'll speak with both on the phone and in writing. Problem solving skills are also a must as not every complaint will be the same so the ability to get stuck in, investigate the issue at hand and identify effective solutions will be crucial.
You’ll act as an ambassador for Abri, championing our customer-first approach throughout the complaint journey and helping us continue to deliver a fantastic customer experience by not only putting things right, but getting to the root of where we can do better for our customers.
You’ll be working from our Eastleigh office a minimum of three days per week to connect and collaborate with colleagues and the other two days can be worked from at a place of your choosing whether that's at another of our offices, a cafe or at home.
If this sounds like the opportunity you've been looking for and want to join a team as customer-focused and dynamic as you, we'd love to hear from you! We’ll review and interview suitable candidates as they apply. If we receive enough applications, we'll close the advert early so be sure to apply today so you don’t miss out!
Senior Complaint Officer employer: Abri Group
At Abri, we pride ourselves on fostering a customer-centric culture where every employee plays a vital role in enhancing the customer experience. As a Senior Complaint Officer based in our Eastleigh office, you'll benefit from a flexible working arrangement that promotes work-life balance, alongside opportunities for professional growth and development within a supportive team environment. Join us to make a meaningful impact while enjoying a collaborative atmosphere that values your contributions and encourages innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaint Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abri Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abri Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Complaint Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abri Group:Your cover letter is your chance to shine! Tell us why you want to work at Abri Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abri Group!
How to prepare for a job interview at Abri Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
