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Feedback & Resolution Team Advisor

Job Description

Job Title: Feedback & Resolution Team Advisor
Salary: £23,204 - 26,950 per annum, plus comprehensive benefits
Hours: 37
Type: Permanent
Location: Birmingham, B37
Start Date: ASAP
Work Pattern: Monday - Friday | Hybrid

Utilize your proven skills in problem-solving, dispute resolution, and computerized systems to handle customer feedback, complaints, and compensation matters. Your excellent customer service skills, assertiveness, and ability to handle challenging situations will contribute to resolving disputes and providing optimal solutions. With a commitment to equality and diversity principles, you'll represent our values positively and work collaboratively in a flexible and adaptive manner, ensuring accurate case administration and meeting performance targets.

Key Duties and Responsibilities:

  • Receive complaints, compensation requests, and reports of customer dissatisfaction through various channels, including the customer portal, webchat, phone, email, and face-to-face interactions.
  • Assist senior feedback and resolution advisers in resolving complaints and compensation claims, ensuring timely customer contact and collaboration with service team colleagues.
  • Liaise with service team colleagues to gather information, agree on actions to address dissatisfaction, update systems, and issue correspondence within target timescales.
  • Respond to real-time dissatisfaction comments from the customer feedback platform, taking necessary actions to investigate and escalate when needed for resolution.
  • Assist in preparing quality and performance monitoring data, updating information boards, and monitoring cases to meet performance targets.
  • Actively engage customers in the service, seeking their views on service delivery and contributing to improving customer experience and satisfaction.
  • Adhere to key policies and procedures, including health and safety, GDPR, equality and diversity, and safeguarding.
  • Undertake any other duties as reasonably requested, including handling customer incoming calls or emails during business continuity or periods of high demand.

If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to