In this role you provide a customer focused and quality service in support of a robust Customer Feedback service, including timely coordination of complaints.

We value colleagues who consistently demonstrate and champion our values and who create positive relationships with colleagues, customers and stakeholders.

Although not an exhaustive list, this role will:

• Deliver the complaints management process by ensuring effective logging of complaints, tracking responses and escalations, recording outcomes and collating required information.
• Ensure all learning from complaints, customer comments and suggestions are agreed, captured and reported. 
• Produce a holistic overview of what customers are experiencing using insight from a variety of sources such as systems, customer feedback, colleague feedback, social media and quality assurance checks..
• Monitor external good practice and make suggestions as to how this can be incorporated within Brighter Places.
• Support customer involvement and community development.

About You:

Whether you join us to share your skills or gain new ones, to lift people up or learn about yourself, you’ll be valued, challenged and very welcome. No matter who you are, where you’re from, or the journey you’ve been on so far, we’ll welcome your unique experience and perspective – and help you find your brighter future.

Depending on the role, we don’t always require relevant experience and via our Brighter Places University we offer training and mentoring to help you get the most out of your role.

For this role we are looking for individuals who have:

• Experience of complaints handling/administration.
• Knowledge and experience of working in a customer focused environment.
• Experience of utilising data systems, processing data and updating records.
• Experience of dealing with customers in stressful situations.
• Great customer service skills.
• Ability to communicate clearly and accurately with a wide range of internal and external customers.
• Excellent IT skills and ability to use Microsoft Office packages.
• Ability to put customer needs at the centre of service provision.