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- Tasks: Manage complex complaints and feedback, ensuring timely and high-quality responses.
- Company: Join a forward-thinking organisation dedicated to service improvement.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real difference by improving service quality and handling impactful cases.
- Qualifications: Experience in complaints management and excellent communication skills required.
- Other info: Opportunity for career growth in a dynamic and detail-oriented role.
The predicted salary is between 36000 - 60000 £ per year.
We are recruiting a Senior Feedback & Resolutions Officer to manage complex complaints, feedback, and statutory enquiries, ensuring high-quality responses and timely resolution. You’ll take the lead on Stage 2 complaint reviews, FOI internal reviews, and Ombudsman enquiries, acting as a key point of expertise and supporting service improvement through learning and insight.
Key responsibilities include:
- Managing and reviewing complex complaints and feedback cases
- Handling FOI, EIR and Ombudsman enquiries
- Providing expert advice and guidance to colleagues
- Producing clear, high-quality written responses and reports
- Monitoring performance, trends, and quality standards
About you:
- Strong experience in complaints or feedback management
- Excellent written and verbal communication skills
- Confident working independently with complex casework
- Good knowledge of customer care principles and statutory processes
- Comfortable using case management and IT systems
If you’re detail-focused, confident handling sensitive issues, and motivated by improving service quality, this is an excellent opportunity.
Senior Resolutions Officer employer: Novax Recruitment Ltd
Contact Detail:
Novax Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Resolutions Officer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Feedback & Resolutions Officer role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising your responses to common questions related to complaints management and customer care principles. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your expertise.
✨Tip Number 3
Showcase your skills with a portfolio! If you've handled complex complaints or produced high-quality reports, gather examples to share during interviews. This will demonstrate your experience and give you an edge over other candidates.
✨Tip Number 4
Don't forget to apply through our website! We make it easy for you to find and apply for roles that match your skills. Plus, it shows you're genuinely interested in joining our team and contributing to service improvement.
We think you need these skills to ace Senior Resolutions Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in managing complex complaints and feedback. We want to see how your skills align with the role, so don’t hold back on showcasing your expertise!
Showcase Your Writing Skills: Since this role requires excellent written communication, ensure your application is clear and concise. Use proper grammar and structure to demonstrate your ability to produce high-quality written responses.
Highlight Relevant Experience: Don’t forget to mention any specific experiences you have with FOI, EIR, or Ombudsman enquiries. We’re looking for someone who can hit the ground running, so make those experiences stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Let’s get started!
How to prepare for a job interview at Novax Recruitment Ltd
✨Know Your Complaints Inside Out
Make sure you’re well-versed in the types of complaints and feedback management processes relevant to the role. Brush up on common issues and how they are typically resolved, as this will show your expertise and readiness to handle complex cases.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is key for this position, prepare examples that highlight your ability to produce clear, high-quality responses. Practise articulating your thoughts clearly and concisely, as this will be crucial during the interview.
✨Familiarise Yourself with Statutory Processes
Get a good grasp of the statutory processes related to FOI, EIR, and Ombudsman enquiries. Being able to discuss these confidently will demonstrate your knowledge and commitment to compliance, which is essential for the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to manage sensitive issues. Think through past experiences where you successfully resolved complaints or improved service quality, and be ready to share those stories.