At a Glance
- Tasks: Manage customer complaints and ensure fair resolutions while maintaining high standards.
- Company: Service Care Solutions, a supportive and dynamic workplace in Preston.
- Benefits: Competitive pay at £13.84 per hour and opportunities for professional growth.
- Other info: Join a team that values collaboration and offers training for career advancement.
- Why this job: Make a real difference by helping customers and improving services.
- Qualifications: Experience in customer service and strong report writing skills required.
The predicted salary is between 13.84 - 13.84 £ per hour.
Service Care Solutions are currently recruiting for a Customer Complaint Officer to work on a full-time contract in Preston, Lancashire . The role is paying £13.84 per hour (PAYE).
Job profile
The Customer Complaint Officer will provide an efficient, compliant and customer-focused complaints service, ensuring complaints are assessed, recorded and progressed in line with relevant legislation, regulations and guidance.
The postholder will manage a varied caseload, provide advice to stakeholders, and support learning outcomes from complaint themes and outcomes.
Duties
- Provide a high-quality, impartial and informative service to customers, maintaining regular contact and managing expectations throughout complaint cases.
- Oversee the receipt and initial handling of new complaints in line with the Police Reform Act and relevant complaints/misconduct regulations.
- Carry out initial research and assessment of new complaints and make recommendations on recording decisions using reasonable and proportionate criteria.
- Liaise with complainants and those subject of complaint to support ethical resolution and fair outcomes.
- Compile detailed reports documenting findings and recommended outcomes, maintaining accurate case records throughout.
- Set terms of reference for low-level investigations to ensure matters are investigated impartially and appropriately.
- Provide specialist advice and guidance on complaint and conduct matters to stakeholders, in line with procedures and IOPC/Home Office guidance.
- Prepare case summaries, representations and supporting evidence for case reviews/appeals as required (e. g., PCC/IOPC).
- Identify themes, trends and organisational learning from complaints, investigations and review/appeal outcomes.
- Use the Centurion case management system to complete case management duties and maintain up-to-date records.
- Support training of new team members and assist with delivery of PSD training packages as required.
- Undertake other duties consistent with the nature and responsibilities of the role.
Experience required
- Experience providing customer advice in a busy environment.
- Experience dealing with members of the public and working with other departments/agencies.
- Experience producing accurate, detailed written reports with strong attention to detail.
- Experience handling difficult and sometimes confrontational situations professionally.
- Experience working on own initiative: investigating issues, developing solutions, and taking timely action.
- Ability to organise and prioritise workload with minimal supervision, meeting tight timescales.
- Experience working effectively as part of a team and managing a significant caseload.
- Experience using MS Office (Word, Excel, Power Point) and maintaining computerised/manual recording systems.
- Experience interrogating systems to produce reports/management information.
- Understanding of confidentiality, the “need to know” principle, and Data Protection requirements.
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Customer Complaint Officer in Preston employer: Service Care Solutions Ltd
As a Tribunal & Mediation Officer with our local authority, you will be part of a dedicated team committed to making a meaningful impact in the lives of children with special educational needs and disabilities. Our hybrid working model offers flexibility, allowing you to balance remote work with occasional office attendance in the vibrant South East, while our supportive work culture fosters professional growth and collaboration with various stakeholders. Join us to contribute to vital casework and dispute resolution, all while enjoying competitive remuneration and the opportunity to enhance your expertise in SEND legislation.
Contact Details:
Service Care Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaint Officer in Preston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Service Care Solutions 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 Service Care Solutions 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 Customer Complaint Officer in Preston
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 Service Care Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Service Care Solutions 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 Service Care Solutions Ltd!
How to prepare for a job interview at Service Care Solutions 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.
