At a Glance
- Tasks: Manage complex complaints and drive continuous improvement for better customer experiences.
- Company: Fexco Property Services, a supportive and inclusive workplace.
- Benefits: Full-time role with opportunities for professional growth and development.
- Other info: Join a dynamic team focused on learning and continuous improvement.
- Why this job: Make a real difference by resolving issues and enhancing customer satisfaction.
- Qualifications: Experience in handling complex complaints and strong analytical skills required.
The predicted salary is between 30000 - 32000 £ per year.
Job Title
Resolution and Continuous Improvement Specialist
Location
Salisbury / Hybrid
Company
Fexco Property Services
Type of Employment
Full Time, Permanent
About this Role
The Complaint Resolution and Continuous Improvement Specialist is a newly created role responsible for managing complex complaints including those referred to the Ombudsman, and high profile escalations received via the SLT, Board and PR Teams ensuring issues are resolved effectively, fairly and in a timely manner.
The role requires the ability to quickly assess situations, identify underlying issues, co-ordinate actions across multiple stakeholders and drive resolutions that deliver positive customer outcomes.
Alongside Complaint Resolution the role plays a critical part in identifying trends, analysing root causes and challenging existing processes to support continuous improvement and operational excellence; working collaboratively across the organisation to improve services, reduce repeat contact and enhance the overall customer experience
Main Duties and Objectives
- Manage complex, high risk and high-profile customer complaints and escalations from receipt through to resolution
- Take ownership of complaints referred by the Ombudsman, SLT, Board Members, PR Team and senior stakeholders
- Conduct thorough investigations, gathering evidence from multiple sources to establish facts and identify appropriate resolutions
- Co-ordinate actions across departments and stakeholders to ensure prompt and effective complaint resolution
- Challenge delays, remove barriers and drive accountability to ensure customer issues are resolved as quickly as possible and in line with SLAs
- Produce high quality written responses that are clear, empathetic, factual and tailored to the customers circumstances
- Ensure complaint handling complies with regulatory requirements, organisational policies, complaint handling procedures and service standards
- Maintain accurate records of investigations, findings, actions and outcomes
- Analyse complaint trends, service failures and recurring customers issues to identify opportunities for improvement
- Undertake root cause analysis to understand the underlying drivers of complaints and service dissatisfaction
- Use continuous improvement methodologies and problem-solving techniques to recommend sustainable solutions
- Challenge existing processes, procedures and ways of working where they contribute to customer dissatisfaction or operational inefficiencies
- Work collaboratively with operational teams and leaders to implement improvements and monitor outcomes
- Support the development of action plans to address systemic issues and reduce repeat contacts
- Promote a culture of learning from complaints and customer feedback across the organisation
- Provide insight into emerging risks, recurring issues and areas requiring organisational attention
- Support Ombudsman investigations by co-ordinating responses, evidence submissions and actions plans
- Monitor the effectiveness of improvement initiatives and report on outcomes and benefits achieved
- Build effective relationships with colleagues across the organisation to facilitate complaint resolution and service improvement
- Influence and challenge stakeholders constructively to achieve positive outcomes for customers
- Act as a trusted advisor on complaint handling best practice and continuous improvement approaches
- Support Managers and Teams in understanding complaint themes and implementing learning outcomes
Essential Skills
- Significant experience of handling complex customer complaints and escalations
- Experience managing Ombudsman complaints, Executive or Board Level escalations or other high profile customer issues
- Strong investigative skills with the ability to analyse complex information and reach balanced, fact-based conclusions
- Excellent written and verbal communication skills with the ability to produce professional, persuasive customer focussed communication
- Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies
- Experience of identifying trends, analysing data and translating insight into practical improvement actions
- Strong stakeholder management and influencing skills with the confidence to challenge constructively at all levels
- Ability to manage competing priorities and work effectively under pressure
- Experience of working within a regulated customer service environment is desirable
- Knowledge of complaint handling frameworks, customer service standards and Ombudsman requirements is desirable
Key Behaviours
- Relentless focus on achieving positive customer outcomes
- Tenacious, proactive and results orientated with the ability to cut through complexity and drive action
- Naturally curious, seeking to understand root causes rather than treating symptoms
- Confident in challenging existing processes, practices and assumptions in a constructive manner
- Strong sense of ownership and accountability
- Analytical and fact driven in decision making
- Professional, resilient and composed when dealing with complex or sensitive situations
- Collaborative and influential, able to build credibility and trust across teams
- Committed to continuous improvement and organisational learning
- Demonstrates sound judgement, integrity and discretion at all times
- Organised, proactive and able to manage competing priorities
- Collaborative and supportive team player
- Resilient and adaptable in a fast-paced environment
- Demonstrates an attention to detail and a commitment to quality
- Solution orientated with the ability to make informed decisions and exercise sound judgement
- Professional empathetic and solution orientated approach
- Committed to continuous improvement
Success Measures
- Complex complaints are resolved within SLA, with strong quality and compliance outcomes
- Repeat complaints and escalations reduce over time through effective resolution and insight
- Root cause analysis leads to clear actions and measurable service improvements
- Continuous improvement activity results in reduced failure demand and improved customer journeys
- Stakeholders are effectively influenced, enabling faster resolution and sustainable change
- Work consistently meets audit, regulatory, and Ombudsman standards
- Recognised as a trusted expert in complaint handling and continuous improvement
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves.
We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
BACK TO ALL VACANCIES
Resolution and Continuous Improvement Specialist in Salisbury employer: Fexco
Fexco is an excellent employer that values its employees by offering a competitive hourly rate of £13.23 and a range of benefits, all within a supportive work culture that prioritises customer service excellence. Working as a Travel Money Advisor in the vibrant Sainsbury's Thanet location provides unique opportunities for personal growth and flexibility, making it an ideal choice for those seeking meaningful part-time employment.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution and Continuous Improvement Specialist in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco. 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 Fexco 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 Resolution and Continuous Improvement Specialist in Salisbury
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 Fexco:Your cover letter is your chance to shine! Tell us why you want to work at Fexco 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 Fexco!
How to prepare for a job interview at Fexco
✨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.
