Our client, a large, market leading Housing Association are looking to recruit a temporary Customer Feedback Coordinator in Manchester. This is a temporary role for a period of 4 - 8 weeks, working 35 hours per week.
The role - Customer Feedback Coordinator
You'll act as the main contact for customers wishing to pass on feedback and will oversee, record, investigate and respond to complaint cases received by our client.
The role involves liaising between the customer and service teams, ensuring that all customers are treated fairly and the appropriate remedies and resolutions are agreed in line with the Customer Feedback policy, the Housing Ombudsman Complaints Handling Code and the organisations values.
Responsibilities will include:
Ensuring complaints and compliments are captured and recorded in the complaints database
Acting as a point of contact for service area colleagues supporting with complaint investigations.
Acting as a key point of contact for customers and ensuring they are kept up to date and informed about the customer feedback process.
Monitoring and tracking complaint cases from 'end to end', to ensure our client is compliant with the Customer Feedback policy.
Monitoring and reporting the number and type of complaints received on a weekly basis.
Working closely with the Head of Customer Voice and the Customer Feedback Manager to produce a number of Customer Feedback reports to raise awareness of lessons learned from complaints, service improvements and best practice measures that could be introduced following customer feedback.
Maintaining a database for compensation allocated to complainants and supporting all colleagues with the complaints process, and the use of the complaint data.
As a Customer Feedback Coordinator, you will have;
Experience of working in a customer focused environment, with proven ability of delivering a high standard of customer service
Excellent communication, organisational and prioritising skills and the ability to time-manage your work load
Ability to work independently, using your own initiative to achieve positive outcomes
The ability to build effective relationships with colleagues and other stakeholders
Able to use Microsoft Office applications or similar and a variety of IT systems as part of the daily role
The ability to complete tasks in an accurate and timely manner when working to specific deadlines
Effective written and verbal communication
Experience of maintaining accurate records and in producing clear and concise reports for colleagues at all levels
Possess effective problem solving skills and be resolution orientated
Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.