Resolution and Continuous Improvement Specialist

Resolution and Continuous Improvement Specialist
Salisbury

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Complaint Resolution and Continuous Improvement Specialist is a newly created role responsible for managing complex complaints including those referred to the Ombudsman, and high profile escalations received via the SLT, Board and PR Teams ensuring issues are resolved effectively, fairly and in a timely manner. The role requires the ability to quickly assess situations, identify underlying issues, co-ordinate actions across multiple stakeholders and drive resolutions that deliver positive customer outcomes.

Alongside Complaint Resolution the role plays a critical part in identifying trends, analysing root causes and challenging existing processes to support continuous improvement and operational excellence; working collaboratively across the organisation to improve services, reduce repeat contact and enhance the overall customer experience

• Manage complex, high risk and high-profile customer complaints and escalations from receipt through to resolution
• Take ownership of complaints referred by the Ombudsman, SLT, Board Members, PR Team and senior stakeholders
• Conduct thorough investigations, gathering evidence from multiple sources to establish facts and identify appropriate resolutions
• Co-ordinate actions across departments and stakeholders to ensure prompt and effective complaint resolution
• Challenge delays, remove barriers and drive accountability to ensure customer issues are resolved as quickly as possible and in line with SLAs
• Produce high quality written responses that are clear, empathetic, factual and tailored to the customers circumstances
• Ensure complaint handling complies with regulatory requirements, organisational policies, complaint handling procedures and service standards
• Maintain accurate records of investigations, findings, actions and outcomes
• Analyse complaint trends, service failures and recurring customers issues to identify opportunities for improvement
• Undertake root cause analysis to understand the underlying drivers of complaints and service dissatisfaction
• Use continuous improvement methodologies and problem-solving techniques to recommend sustainable solutions
• Challenge existing processes, procedures and ways of working where they contribute to customer dissatisfaction or operational inefficiencies
• Work collaboratively with operational teams and leaders to implement improvements and monitor outcomes
• Support the development of action plans to address systemic issues and reduce repeat contacts
• Promote a culture of learning from complaints and customer feedback across the organisation
• Provide insight into emerging risks, recurring issues and areas requiring organisational attention
• Support Ombudsman investigations by co-ordinating responses, evidence submissions and actions plans
• Monitor the effectiveness of improvement initiatives and report on outcomes and benefits achieved
• Build effective relationships with colleagues across the organisation to facilitate complaint resolution and service improvement
• Influence and challenge stakeholders constructively to achieve positive outcomes for customers
• Act as a trusted advisor on complaint handling best practice and continuous improvement approaches
• Support Managers and Teams in understanding complaint themes and implementing learning outcomes
• Significant experience of handling complex customer complaints and escalations
• Experience managing Ombudsman complaints, Executive or Board Level escalations or other high profile customer issues
• Strong investigative skills with the ability to analyse complex information and reach balanced, fact-based conclusions
• Excellent written and verbal communication skills with the ability to produce professional, persuasive customer focussed communication
• Demonstrate experience of root cause analysis, problem solving and continuous improvement methodologies
• Experience of identifying trends, analysing data and translating insight into practical improvement actions
• Strong stakeholder management and influencing skills with the confidence to challenge constructively at all levels
• Ability to manage competing priorities and work effectively under pressure
• Experience of working within a regulated customer service environment is desirable
• Knowledge of complaint handling frameworks, customer service standards and Ombudsman requirements is desirable

• Relentless focus on achieving positive customer outcomes
• Tenacious, proactive and results orientated with the ability to cut through complexity and drive action
• Naturally curious, seeking to understand root causes rather than treating symptoms
• Confident in challenging existing processes, practices and assumptions in a constructive manner
• Strong sense of ownership and accountability
• Analytical and fact driven in decision making
• Professional, resilient and composed when dealing with complex or…