Corporate Complaints Officer

  • Location

    Birmingham

  • Sector:

    Legal

  • Salary:

    £33,379 to £39,270 per annum based on knowledge, skills and experience

  • Published:

    about 2 months ago

  • Expiry date:

    2020-12-09

  • Client:

    #

The role

As a Corporate Complaints Officer you will be working as part of a small, specialised Corporate Complaints Unit investigating, responding to and resolving escalated complaints about our service This will include complaints about any area of our work, such as how we have handled somebody’s application to our compensation fund, or dealt with a complex report about a solicitor’s professional behaviour.

You will be dealing with complaints from customers who have received a response from our operational units but remain dissatisfied. And you will be looking into high profile, sensitive and sometimes protracted complaint matters. As with any complaints focused role, you will sometimes deal with challenging calls and correspondence.

It is of great importance that we use the information that we gain from complaints to continuously improve what we do, so, working to pinpoint the lessons we can learn is a key part of this role.

You will need strong analytical skills, and the ability to identify and crystallise core complaints from a bundle of information. You will have a natural sense of curiosity, an ability to conduct your own research to develop an understanding of new and unfamiliar subjects, and the tenacity to pursue the information you need to respond appropriately to the complaint.

Having previous comparable experience, you will enjoy the challenges that handling complaints can bring and will have a real commitment to fair and excellent customer service and continuous improvement. Providing high quality, clear, empathetic and customer focused responses, is at the heart of this role. Resilience and an ability to work effectively under pressure are also essential.

What we offer

  • A chance to use your excellent analytical, problem solving and decision making skills.

  • An opportunity to showcase your exemplary communication skills both written and on the telephone.

  • Involvement in our change initiatives and the chance to motivate others to improve customer service and share best practice widely across the organisation.

  • The satisfaction of working in a friendly team, committed to providing those who use our services with excellent service and understanding of the difficult situations they may be facing.

What we are looking for

  • Exemplary written and oral communication skills with a track record of communicating messages in a clear, straightforward and empathetic way.

  • Excellent analytical skills with proven ability to make sound, common sense judgements and decisions, in a similar complaint handling role.

  • Personal resilience and skills in dealing with people who may be emotional and distressed.

  • Well-developed problem-solving skills to achieve practical solutions

  • Experience of working with colleagues to drive through continuous improvement

  • A track record of providing constructive feedback to colleagues.

We are able to offer this role on a part time basis; minimum hours required would be 28 hours working over 4 days. We are currently home based due to the coronavirus pandemic but the role is based in our Birmingham office, with the ability to work up to three days a week from home in the longer term. Striking a balance between your personal and professional life is important to us.