At a Glance
- Tasks: Manage customer complaints and ensure professional resolutions while collaborating with internal teams.
- Company: Join East Suffolk Council, a supportive organisation focused on community service.
- Benefits: Earn £16.08 per hour, enjoy remote work options, and gain valuable experience.
- Other info: Flexible working arrangements available, with opportunities for career growth.
- Why this job: Make a real difference by helping customers and improving services in your local area.
- Qualifications: 2 years' experience in complaints handling and strong communication skills required.
Location: Remote with local area knowledge required (Lowestoft/Melton area)
Pay Rate: £16.08 per hour PAYE
Contract Length: Temporary basis, initial 6-week assignment with potential to extend. 37 hours per week, Monday - Friday 8.45am - 5pm. Lunch is unpaid.
Start Date: As early as Monday 3rd August, subject to compliance checks
Hybrid working arrangements can also be considered.
This is primarily a remote role, however applicants must be based locally to collect and return equipment and have a good understanding of the local area.
The Role:
- Manage and coordinate Stage 1 and Stage 2 complaints in line with East Suffolk Council's Customer Feedback Policy.
- Investigate customer complaints thoroughly by gathering information, reviewing case histories, liaising with service teams and analysing relevant evidence.
- Take ownership of complaints from receipt through to resolution, ensuring customers are kept informed throughout the process.
- Work collaboratively with internal departments to identify appropriate solutions and ensure issues are resolved in a timely and satisfactory manner.
- Prepare clear, accurate and professional written responses that address customer concerns, explain outcomes and demonstrate empathy where appropriate.
- Ensure complaint responses are issued within agreed service level agreements (SLAs) and statutory timescales.
- Monitor and follow up on agreed actions, ensuring commitments made to customers are delivered and recorded.
- Identify recurring themes, service failures and opportunities for improvement, escalating issues where required.
- Provide guidance and support to colleagues on complaints handling procedures, best practice and customer feedback processes.
- Maintain accurate records and produce reports on complaint trends, performance and resolution outcomes.
- Deliver a high standard of customer service, building trust and confidence through professional, fair and consistent complaint handling.
What We're Looking For:
- Minimum 2 years' experience in complaints handling or dispute resolution.
- Previous customer service or contact centre experience.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy.
- Ability to handle sensitive situations with empathy and professionalism.
- Able to work independently and manage workloads effectively.
- GCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and Mathematics.
Important Information:
All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.
Customer Service Advisor - Complaints employer: Opus People Solutions Ltd
Opus People Solutions Ltd is an excellent employer, offering a supportive work culture that prioritises sustainable outcomes for children and families. With a focus on professional development, employees have access to growth opportunities and the chance to make a meaningful impact in their community while working in a hybrid role that promotes work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Complaints
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Opus People Solutions Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Opus People Solutions Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Advisor - Complaints
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Opus People Solutions Ltd.
How to prepare for a job interview at Opus People Solutions Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Opus People Solutions Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Opus People Solutions Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
