Complaints Coordinator

Up to 28000.00 GBP Annual
23 May 2019
20 Jun 2019
Contract Type
Full Time
MMP Consultancy are working with a fantastic organisation to recruit a Complaints Coordinator to join them on a permanent contract based in London.

We are seeking enthusiastic and experienced Complaints candidate who possess exceptional customer service skills. Ideally someone who thrives in challenging atmospheres and can remain calm under pressure.

Duties / Responsibilities:

Informal complaints resolution and root cause problem solving and nurturing a continuous improvement culture across the business.

Manage formal customer complaints and Members Enquiries for the organisation using a case management approach to resolve the issue and stop it happening again whilst ensuring timescales and deadlines are adhered to

Access and resolve a wide range of enquiries with the objective of providing a positive customer experience and resolution at first point of contact.

Utilise, promote and improve customer services through a range of channels and technology solutions (calls, emails, social media, live chat etc) to communicate with customers.

Liaising with internal and external stakeholders in order to resolve all enquiries raised, effectively communicating with the complainant the whole way through

Updating the database to ensure all queries and resolutions are logged

Ideal Candidate:

Experience of working in a customer care environment where interpersonal communications using a variety of channels has been a key element.

Knowledge of the housing, property management, repairs and/or maintenance sector is desirable

Track record of problem solving.

Experience in using customer contact management systems and customer relationship management software.

Knowledge of the housing, property management, repairs and/or maintenance sector is desirable

Ability to remain calm under pressure and challenging atmospheres