Customer Support Representative

Job Description

Urgent Opening For Complaint / Grievances / Escalations Management-Customer Service Representative Location - Ghansoli.Shift Window - Rotational Shifts With 2 Rotational Week offs.Complaint Management where we need candidates from Complaint management / Grievances redressal / Escalations Management background Candidates .CTC - Max we can offer around 4:50 to 4:80 (depends upon the skillset and last drawn)Duties will include:
• Managing, directing, and supporting a team of Customer Resolution Officers to provide the highest level of customer service and resolution to complaints and enquries.
• Proactively dealing with customer complaints and enquiries, ensuring end to end management with regular communication and feedback to residents and members.
• Working with the Customer Experience Manager to develop and implement a complaints resolution and customer service training programme to ensure commitment to continuous learning from complaints.
• Ensure the team are supporting the corporate complaints team in providing information relating to Subject Access Requests, Freedom of Information enquiries, Ombudsman cases in accordance with the Councils policies and procedures.
• Ensuring high quality of written responses to Members queries and formal complaints
• Dealing with complex complaints and multi departmental issues to prevent escalations
• Setting up systems and processes to effectively monitor performance of the team and ensure officers are meeting performance targets and preventing escalations.
• Prioritise and deal with all customer complaints and members enquiries in accordance with the Councils timescales and standards and aim to resolve them to the customers satisfaction.
• Build and maintain collaborative working with internal and external parties including elected members, customers, managers, and contractors in relation to resolving customer complaints and ensure consistent practices operate across the directorate.
• To co-ordinate and facilitate consultation with customers in relation to involving them in reviewing and improving services and providing feedback
• Manage performance of the team and produce performance data for senior staff across the department.
Responsibilities :
• Take responsibility for addressing issues to prevent them escalating to the next stage.
• Support the corporate complaints team in collating information relating to Subjexct Access Requests, Freedom of Information enquiries, Ombudsmen cases.
• Supporting and advising the team to deal with complex and multi-service complaints and co-ordinate responses.
• Monitor complaint responses drafted by the team, to ensure that: a robust and consistent approach is taken the information given is accurate and of a high standard appropriate investigations are undertaken issues raised by customers are fully addressed, and confidently challenge managers who fail to meet this standard.
• Co-ordinate and monitor the responses to Members enquiries, from client staff or other stakeholders to ensure they are dealt with effectively.
• Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
• Build effective relationships with customers and keep them informed on progress of their compliant/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
• Provide comprehensive performance information/reports that can be used to monitor performance and highlight: issues which have arisen from complaints.trends, areas of service failure or gaps in provision that can feed into the service improvement and continuous improvement process
• Benchmark complaints performance and trends, establish and share good practice on complaints management across the Directorate.overdue complaint responses high levels of complaints across different customer segments. lessons learnt and action we have taken to prevent further complaints
• Recommend to service managers levels of compensation to be paid to customers. Process these once approved and monitor the amount paid and reasons why across the Directorate.
• Carry out customer consultation exercises and surveys to evaluate satisfaction levels. Analyse and investigate areas of dissatisfaction and report findings to the Customer Experience Manager.
• Lead on consultation with residents using feedback to je into comp
• Work with the line manager to help identify training, procedural and policy issues and ensure all new service managers know what is required from them in relation to dealing with complaints, Members, and Ombudsman enquiries
If you have any relevant experience kindly share resume onSukanya ShettyContact Number - hidden_mobileEmail No - hidden_email

Keyskills :
complaint handlingcomplaint managementcustomer caregrievance handlingcustomer serviceescalation managementescalationscallingtelecalling