Customer Service Advisor - Complaints

Customer Service Advisor - Complaints

Location:

Hybrid basis - days onsite to be discussed with manager, 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
Equipment Collection Location
- Melton, IP12 1RT

Contact Centre Location
- Lowestoft, NR33 0EQ

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. Hybrid working is also available.

Locations

• Equipment Collection/Return:
  Melton, IP12 1RT
• Contact Centre:
  Lowestoft, NR33 0EQ

You will play a key role in managing customer complaints and feedback, ensuring all cases are handled professionally, sensitively and in line with East Suffolk Council's policies and service standards.

• 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.

• 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

All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.