Business Support & Administration Customer Service Advisor - Complaints U

Position: Business Support & Administration Customer Service Advisor - Complaints  U[...]
** 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

** The Role
** 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.

Key responsibilities include:

* 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.
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