Complaint Resolution Officer

Location: Stratford, London or Trafford, Manchester (Hybrid Working)Hours: 35 hours per weekPay Rate:

London: £17.56 per hour

Manchester: £15.28 per hour

Bridge Recruitment is delighted to be recruiting for an experienced Customer Escalation Officer to join a well-established housing organisation. This is an ongoing temporary position with the opportunity to become permanent for the right candidate.

This is an excellent opportunity for someone with strong customer service and complaint resolution experience who enjoys solving problems, working collaboratively and making a genuine difference to customers.

Working within a busy customer resolution team, you will manage a varied caseload of complex customer escalations, ensuring issues are investigated thoroughly and resolved professionally.

You'll act as the main point of contact for customers throughout the process, liaising with internal departments and contractors to deliver excellent service and positive outcomes.

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• Manage and resolve complex customer escalations from start to finish.
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• Investigate complaints and coordinate responses with internal teams and contractors.
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• Produce clear, professional written correspondence and customer responses.
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• Keep customers updated throughout the resolution process.
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• Maintain accurate records using CRM systems.
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• Monitor complaint progress and ensure service level targets are achieved.
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• Build strong working relationships with colleagues, contractors and stakeholders.
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• Identify trends and contribute towards continuous service improvements.
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• Support customer satisfaction by delivering a high standard of service at all times.
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• Previous experience within a customer service, complaints, customer resolutions or escalations role.
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• Excellent written and verbal communication skills.
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• Strong organisational skills with the ability to prioritise a busy workload.
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• Experience working in a fast-paced environment.
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• Good IT skills, including Microsoft Office and CRM systems.
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• Ability to work collaboratively across multiple teams.
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• Housing sector experience would be advantageous but is not essential.
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• Ongoing temporary assignment with the opportunity to secure a permanent position.
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• Hybrid working (office attendance required one day per week - Thursdays).
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• Supportive and collaborative team environment.
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• Opportunity to make a real difference to customers.
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• Immediate start available.
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If you're passionate about delivering outstanding customer service and enjoy resolving complex issues, we'd love to hear from you.

Apply today or contact Bridge Recruitment for more information.