Customer Feedback & Quality Assurance Officer

Job Title:          Customer Service Advisor
Type:                Temporary Contract till April 2025
Location:          Bristol
Hourly Rate:    £14.63 - £16.70
Hours:              Full time - 37 per week (Monday-Friday)
 
This is a hybrid role split between the office 2-3 days per week and working from home 2-3 days per week. The office is based North of Bristol City Centre and is easiest reached by car (free parking is available).
 
BRC are working with a housing association in Bristol who are looking for a Customer Feedback Officer to join them on a temporary contract basis. You will be working within the Resident Experience and Insight team acting as a main point of contact incoming and outgoing queries for residents. The purpose of this role is to help with queries, handle complaints and provide resolutions where possible. Methods of communication include telephone, email, text, social media and their web-based service.
 
This is customer focused role therefore the ideal person for this role will be friendly, compassionate, and able to deal with situations in a timely manner.
 
Responsibilities (not limited to):

Deliver the complaints management process, by ensuring the effective logging of complaints, tracking of responses and escalations, recording outcomes and collating the required information to deliver an effective complaints handling service.
Ensure the effective use of the integrated IT systems to capture the complaints process.
Ensure all learning from complaints and customer comments & suggestions is agreed, captured, and reported.
Liaise with operational teams across the business to drive an effective query resolution first approach.
Produce performance data in terms of complaints management in line with the complaints policy and the Ombudsman guidance, liaising with internal teams and key partners.
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. Use this to act on current trends and improve the end-to-end customer experience.
Support the Senior CSO with quality assurance checks to ensure that we are delivering excellent quality to anyone who contacts the Resident Experience & Insight Team through our various customer channels.  
The successful candidate will have experience in:

Experience in complaints handling and administration.
Knowledge and experience of working in a customer focused environment.
Experience of dealing with customers in stressful situations.
Knowledge and Experience with providing administrative services to a high standard.
Ability to communicate clearly and accurately with a wide range of internal and external customers.
Ability to put the customers’ needs at the centre of service provision and a commitment to problem solving and customer care.
Can do attitude.
Resilient when handling conflict.  
Additional Information:

Training on systems will be provided
Equipment to carry out this role will  be provided
Must be available immediately or within 1 weeks’ notice!  
If you have any questions in relation to this role, please call Emma Keir on (phone number removed)
 
To apply, please submit your CV outlining your relevant experience and qualifications.
 
We will be reviewing applications on an ongoing basis until the position is filled