At a Glance
- Tasks: Manage and resolve customer complaints, ensuring excellent service and positive outcomes.
- Company: Well-established housing organisation with a supportive team culture.
- Benefits: Competitive pay, hybrid working, and potential for permanent position.
- Other info: Immediate start available; join a dynamic team focused on continuous improvement.
- Why this job: Make a real difference to customers while developing your problem-solving skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 17.56 - 17.56 £ per hour.
Location: Stratford, London or Trafford, Manchester (Hybrid Working)
Hours: 35 hours per week
Pay Rate: London: £17.56 per hour, Manchester: £15.28 per hour
Bridge Recruitment is delighted to be recruiting for an experienced Customer Escalation Officer to join a well-established housing organisation. This is an ongoing temporary position with the opportunity to become permanent for the right candidate.
This is an excellent opportunity for someone with strong customer service and complaint resolution experience who enjoys solving problems, working collaboratively and making a genuine difference to customers.
The Role
Working within a busy customer resolution team, you will manage a varied caseload of complex customer escalations, ensuring issues are investigated thoroughly and resolved professionally. You'll act as the main point of contact for customers throughout the process, liaising with internal departments and contractors to deliver excellent service and positive outcomes.
Key Responsibilities
- Manage and resolve complex customer escalations from start to finish.
- Investigate complaints and coordinate responses with internal teams and contractors.
- Produce clear, professional written correspondence and customer responses.
- Keep customers updated throughout the resolution process.
- Maintain accurate records using CRM systems.
- Monitor complaint progress and ensure service level targets are achieved.
- Build strong working relationships with colleagues, contractors and stakeholders.
- Identify trends and contribute towards continuous service improvements.
- Support customer satisfaction by delivering a high standard of service at all times.
What We're Looking For
- Previous experience within a customer service, complaints, customer resolutions or escalations role.
- Excellent written and verbal communication skills.
- Strong organisational skills with the ability to prioritise a busy workload.
- Experience working in a fast-paced environment.
- Good IT skills, including Microsoft Office and CRM systems.
- Ability to work collaboratively across multiple teams.
- Housing sector experience would be advantageous but is not essential.
What's on Offer
- Ongoing temporary assignment with the opportunity to secure a permanent position.
- Hybrid working (office attendance required one day per week - Thursdays).
- Supportive and collaborative team environment.
- Opportunity to make a real difference to customers.
- Immediate start available.
If you're passionate about delivering outstanding customer service and enjoy resolving complex issues, we'd love to hear from you. Apply today or contact Bridge Recruitment for more information.
Complaint Resolution Officer employer: Bridge Recruitment UK Ltd
Bridge Recruitment UK Ltd is an excellent employer, offering a dynamic work environment in Scarborough where innovation and continuous improvement are at the forefront. Employees benefit from a competitive salary, standard working hours, and opportunities for professional growth within a supportive team culture that values problem-solving and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Resolution Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bridge Recruitment UK Ltd. 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 Bridge Recruitment UK Ltd 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 Complaint Resolution 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 Bridge Recruitment UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Bridge Recruitment UK Ltd 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 Bridge Recruitment UK Ltd!
How to prepare for a job interview at Bridge Recruitment UK Ltd
✨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.
