Feedback Customer Service Officer

Up to £30585 per annum
London
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Job description

Feedback Officer

Contract until March 2023

£30,585 per annum 30 days holiday

Mix of home and office working

I am currently working with an outstanding housing association. They are looking for a Feedback Officer to come and support the Customer Service feedback team!

Your main responsibilities would be To administrate the customer & stakeholder feedback scheme this includes complaints, compliments, the WOW! awards, suggestions, member enquiries and ombudsman enquiries).

  • You will be dealing with all of the administration for all of the Freedom of information,Data Protection and Information Management schemes and policies to achieve agreed service levels and legislative requirements.
  • You will investigate, respond to and resolve customer & stakeholder feedback, requests and/or enquiries.
  • To assist in compiling and analysing performance information to help improve service delivery across the organisation.
  • To receive and handle feedback, requests and/or enquiries from members of the public, members and stakeholders.
  • To deal with complainants, in a confidential manner.
  • To bring serious/urgent feedback, requests and/or enquiries to the attention of the Feedback Team Manager.
  • To log customer & stakeholder feedback, FOI requests and DPA subject access requests on the appropriate system and alert the relevant team/department in a timely manner.
  • To process feedback, requests and enquiries.
  • Investigate, resolve and respond to feedback, requests and/or enquiries.
  • To recommend resolutions to feedback requests, and/or enquiries and monitor their implementation
  • To liaise with contractors, customers, stakeholders and colleagues as needed to investigate, resolve and respond to feedback, requests and/or enquiries.

Requirements

  • Managing a complex and busy workload, setting clear priorities and delivering to challenging performance targets.
  • Experience of logging and tracking work and chasing progress.
  • Experience of working in a sensitive environment.
  • Experience of Investigating, resolving and responding to customer complaints.
  • Experience of analysing data.
  • It would be ideal if you have experience of working in a public sector housing environment.
  • Able to communicate clearly and effectively at all levels both orally and in writing.
  • Strong administrative skills.
  • Excellent customer focus.
  • Ability to work on own initiative and be flexible in response to rapidly changing circumstances


Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.

Contact

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Sarah Dare
Senior Consultant - Business Support
Charity Team / Housing Team / Professional Services Team
London
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