Complaints Resolution Officer

An exciting opportunity has emerged for a Resolutions Assignment Officer to join the Customer Resolutions team at one of Adecco's leading public sector housing clients in a full time (35 hours each week, Monday to Friday) role, initially for four months and paying up to 36,340 per annum. This is a key role as our client looks to shape their complaints function to be the best for their customers.

Based in our client's Dartford Head Office for at least four days a week (Monday to Thursday with Friday working from home), the role of the Officer will be to manage and monitor the MP and Councillor inbox, ensuring that Heads of Service are chased for responses and responses achieve the quality expected. They will be responsible for providing proactive updates for MPs as well as weekly performance information with Senior Leaders.

You will escalate cases of concern appropriately and be available to speak to case workers directly.

Reporting directly into the Head of Customer Resolutions, the key tasks of this role will be

• Managing an Outlook inbox where our client receives contact from MPs/Councillors. Messages are triaged from the location for the appropriate person to respond and they will return their draft to their inbox for it to be sent to the relevant person.
• Starting cases on the internal IT system (CRM which is MS Dynamics). You will use the same case to track responses and ensure they are closed etc with responses recorded
• Reviewing draft response to ensure that they cover the key concerns that the Councillor/ MP is raising. You must be confident enough to redraft if necessary and challenge.
• If ongoing contact is needed after the initial response, you must ensure that it is tracked and delivered

This would probably suit someone with a strong administrative background and housing knowledge, as the successful candidate must be super organised and on top of chasing etc. You need to be confident drafting and IT literate for MS Dynamics. You may also need to navigate around the system to pull some drafts together. A confident telephone manner is essential and to be persistent where needed.

Only applicants who feel they meet the above criteria and who are happy to work in our clients' Dartford office four days each week need apply.