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Customer Service Complaints
England, West Midlands, Coventry - £11 per hour

Posted: 31/10/18

Description:
Working on behalf our client based near to City Centre of Coventry who are seeking a professional Customer Service Advisor to join their organisation for a long-term temporary assignment.

Working on a weekly rota basis hours of work are 08.30 - 16.00 and 09.30 - 17.00 (35 hour week)

To act as the first point of contact for complainants.

To receive and process information on the telephone or in writing from members of the public who wish to make a complaint or have an enquiry about making a complaint and, where appropriate, record sufficient information to progress a complaint to the assessment stage.

Telephone
"Following pre screening of calls by push button options, take telephone calls from members of the public, council officers, advocates, solicitors, voluntary sector agencies and other public bodies.
"To screen out all obviously premature complaints and all incomprehensible or misdirected calls (with some limited signposting to other organisations)
"To correctly record all required information using appropriate ICT and telephony systems and forward complaints promptly to the assessment stage.
"To give accurate and good quality advice short of a decision about the role and jurisdiction of the organisation.

Correspondence and web complaints
"To process all post and email correspondence.
"To return or reject all obviously premature complaints and incomplete, incomprehensible or misdirected contacts, and provide some limited signposting to other organisations.

"To scan information from incoming postal complaints onto the COIN database and forward complaints promptly to the assessment stage.
"To correctly record all required information on the relevant database before the complaint is forwarded to the assessment stage.
"To 'flag' complaints that may require joint working with other bodies or other special handling and forward to assessment stage.

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